Customer Support Specialist

iLabs; United States; À distance; USD 40 000 - 60 000; Plein temps

Résumé du poste

iLabs is seeking a Customer Support Specialist for Cloud of Goods to deliver outstanding service, handle inquiries, and ensure smooth order fulfillment for US-based customers.

You will manage calls, emails, and live chats, upsell suitable rentals, and uphold SLAs while working 12-hour shifts aligned with US time zones. 1–2 years of related experience and excellent English are required.

Join a global team focused on empathy, problem-solving, and memorable customer experiences.

Qualifications

• 1–2 years in customer service or related fields.
• Excellent written and spoken English.
• Strong phone etiquette and empathy.
• Experience with US-based customers a plus.
• Comfortable with night shifts to match US time zones.

Responsabilités

• Provide accurate information using the right tools.
• Handle inbound/outbound calls, emails and live chats.
• Resolve complaints with solutions and follow-up.
• Identify service challenges and escalate appropriately.
• Promote rentals and upsell products based on customer needs.
• Keep records of customer interactions and file documents.
• Adhere to policies, quality standards and SLAs.

Connaissances

Phone etiquette

Excellent English

Customer service

Tele sales

Typing

Grammar

CRM software

US geography

US customer experience

Night shift

Outils

CRM software

Description du poste

iLabs is a global software product engineering company headquartered in SriLanka, with deep roots in the US Silicon Valley. We deliver world‑class solutions in Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries such as fintech, edtech, medtech, martech, and hospitality. Guided by our vision to become a global powerhouse in information technology to push humanity forward we focus on delivering innovative, impactful solutions that empower businesses and create meaningful change in the world.

With a global talent network, we build agile remote teams for leading tech companies worldwide, including Silicon Valley pioneers. Our in‑house ventures include Cloud of Goods, a fast‑growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses.

At iLabs, were on a mission to advance lifestyles through technology and empower our partners to scale smarter and faster.

Our culture is driven by creativity, innovation, ownership, teamwork, and global impact; giving you the opportunity and freedom to challenge the norm, spark change, and make a real difference.

If you are ready to break boundaries and create your defining moment, were here to make it happen. Be part of something bigger. Join iLabs.

About the role

We are looking for Customer Support Specialist who are passionate about delivering outstanding service and creating memorable customer experiences. You will be the voice and heart of Cloud of Goods, managing customer inquiries, resolving issues, and collaborating with partners to ensure smooth order fulfillment.

Responsibilities

• Provide accurate, valid and complete information by using the right methods/tools
• Handling inbound/outbound phone calls, emails and live chats from online customers
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Proactively identify service challenges and elevate them appropriately to ensure quick turnaround.
• Support the teams overall goal of maximizing customer satisfaction and retention through empathetic and solution‑oriented communication.
• Keep records of customer interactions, process customer accounts and file documents
• Promote suitable rental options and upsell products or services based on customer needs and preferences
• Adhere to company policies, quality standards, and SLAs related to call handling and response times.
• Take the extra mile to engage customers

Shifts: 12 hour shifts with recurring 3 or 4 days off per week (USA Times)

Requirements

• Very good phone etiquette
• Excellent command of English (written and oral) is a must
• 1 - 2 years of experience in customer service, tele sales, or inside sales (BPO or e‑commerce background preferred).
• Demonstrated proficiency in typing and grammar
• Knowledge of relevant software computer applications and equipment
• Experience with handling web chat
• Basic knowledge of US geography
• Prior experience with US based customers is a plus
• High level of empathy, patience, and problem‑solving ability.
• Comfortable working night shifts (to align with U.S. time zones).