Fully Remote Tier 1 Customer Experience Agent

Jobgether; Massachusetts; Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Fully remote work

Annual bonus

Health insurance (medical, dental, and

Vision coverage

12 paid holidays per year

Community service day

Flexible schedule

Wellness/health allowance

Remote-work contribution

EAP

Job summary

Jobgether is seeking a Customer Experience Agent — Tier 1 to serve as the first point of contact for customers across phone, email, and chat. You will resolve routine issues, document interactions, and escalate more complex cases to Tier 2/3 as needed, while maintaining a high standard of service.

This fully distributed, remote role emphasizes empathetic support, collaboration with teammates, and adherence to established procedures to drive consistent customer satisfaction.

Qualifications

• At least one year of experience in an inbound call center environment is required; experience supporting multiple brands is preferred.
• Excellent written and verbal communication skills, including the ability to explain solutions, policies, and next steps clearly and concisely across different communication channels.
• Ability to remain professional, calm, and composed when assisting frustrated customers or managing challenging interactions.
• Demonstrated commitment to following established workflows, service standards, quality guidelines, and documentation procedures consistently.
• Strong attention to detail and the ability to maintain accurate CRM records and communicate complete, reliable case information.
• Ability to manage multiple customer interactions and competing priorities in a structured, fast-paced support environment.
• Collaborative mindset, with a willingness to share knowledge, support colleagues, and coordinate with other teams to resolve customer concerns.
• Openness to continuous learning, including active participation in training, coaching, quality reviews, and feedback-driven development.
• Ability to adapt to updated products, policies, procedures, and support tools while maintaining high service standards.
• Flexibility to accommodate applicable holiday coverage and the operational needs of a customer support team.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and other assigned channels, providing timely, professional, and helpful assistance.
• Investigate and resolve routine customer questions and problems using established procedures, available resources, and sound judgment.
• Identify complex, sensitive, or unresolved issues and escalate them to Tier 2 or Tier 3 agents or the Customer Experience Supervisor, ensuring that all relevant details are documented for a smooth handoff.
• Monitor open cases and follow up when necessary to ensure issues are resolved completely and customers receive clear updates on next steps.
• Maintain current knowledge of products, services, account processes, company policies, and customer support procedures to provide accurate information.
• Follow established workflows, service standards, documentation requirements, and communication guidelines to ensure consistent, high-quality customer interactions.
• Accurately record customer interactions, reported issues, actions taken, and resolution outcomes in the CRM system.
• Capture customer feedback, recurring questions, and common pain points, sharing relevant observations with the supervisor to support service and product improvements.
• Work closely with fellow agents and support staff to maintain service continuity, manage shared queues, exchange knowledge, and contribute to a positive team environment.
• Collaborate with other departments, as directed, to help resolve customer concerns that require additional expertise or support.
• Meet or exceed individual performance indicators, including response times, first-contact resolution (FCR), and customer satisfaction (CSAT).
• Participate in quality reviews, team meetings, training sessions, and coaching discussions, applying feedback to improve performance and remain informed about process changes.
• Maintain consistent attendance, productivity, professionalism, and ownership of assigned interactions, including adherence to the required work schedule and applicable holiday coverage expectations.

Job description

Jobgether is seeking a Customer Experience Agent — Tier 1 to serve as the first point of contact for customers across phone, email, and chat. You will resolve routine issues, document interactions, and escalate more complex cases to Tier 2/3 as needed, while maintaining a high standard of service.

This fully distributed, remote role emphasizes empathetic support, collaboration with teammates, and adherence to established procedures to drive consistent customer satisfaction.