Remote Customer Experience Agent — Tier 1 Support

Jobgether; Milton (MA); Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Fully remote work

Annual bonus eligibility

Health insurance

12 paid holidays

Community service day

Flexible schedule

Job summary

Jobgether is seeking a Customer Experience Agent — Tier 1 based in the United States. You will be the first contact for customers, delivering empathetic support across phone, email, and chat channels.

The role emphasizes accurate documentation, compliance with procedures, and collaboration within a distributed team to improve service quality and customer satisfaction. The position requires at least one year in an inbound call center, strong communication skills, and the ability to escalate

Qualifications

• At least one year of experience in an inbound call center environment.
• Strong written and verbal communication with empathy and clarity.
• Ability to document interactions accurately in the CRM system.
• Comfort with escalating complex issues to Tier 2/3 when needed.
• Ability to maintain product knowledge and customer-focused approach.

Responsibilities

• Respond to customer inquiries via phone, email, chat across channels.
• Investigate and resolve routine questions using established procedures.
• Escalate complex issues with detailed case notes for handoff.
• Follow up on open cases to ensure resolution and updates.
• Maintain current knowledge of products, services, and policies.
• Record interactions and outcomes in the CRM system accurately.
• Collect customer feedback and share insights for improvements.
• Collaborate with teammates to ensure service continuity and queue management.
• Meet performance indicators like response times, FCR, and CSAT.

Skills

Customer service

Empathy

Communication

Problem-solving

Documentation

CRM knowledge

Collaboration

Tools

CRM software

Job description

Jobgether is seeking a Customer Experience Agent — Tier 1 based in the United States. You will be the first contact for customers, delivering empathetic support across phone, email, and chat channels.

The role emphasizes accurate documentation, compliance with procedures, and collaboration within a distributed team to improve service quality and customer satisfaction. The position requires at least one year in an inbound call center, strong communication skills, and the ability to escalate