Remote Customer Support Specialist — US Hours & Growth

School Result; United States; Remote; USD 35,000 - 55,000; Full time

Benefits offered by this job

Full benefits

Work from anywhere permanently

Remote role

Job summary

Persona is hiring a Customer Service Representative for a fully remote, long-term role with US business hours. You will handle chats and emails with empathy, track CSAT, and work with cross-functional teams to improve the product experience. No prior experience is required, though customer-facing work is a plus.

You will use Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom, and Google Workspace to support clients and ensure high-quality service across multiple time zones.

Qualifications

• Fluent English and strong written communication are required.
• Comfortable with modern helpdesk software and CRM tools.
• Able to commit to full-time, long-term work and US business hours.
• No prior work experience required; customer-facing experience is a plus.
• Preferred: an associate's or bachelor's degree and familiarity with listed tools.

Responsibilities

• Responding to customer chats and emails with empathy and accuracy.
• Monitoring product feedback channels and relaying themes to product/ops teams.
• Keeping customer records accurate in CRM and helpdesk systems.
• Collaborating with teammates to resolve cross-functional issues.
• Proactively contacting customers for onboarding nudges and satisfaction checks.
• Spotting upsell opportunities and routing leads to sales.
• Resolving complaints and escalating when appropriate.
• Learning the client's product to provide accurate answers.
• Tracking CSAT and resolution metrics and improving them weekly.

Skills

Fluent English

Helpdesk software

Strong written communication

US hours availability

Education

Associate or Bachelor's degree preferred

Tools

Zendesk

Intercom

Freshdesk

HubSpot Service

Gorgias

Slack

Zoom

Google Workspace

Job description

Persona is hiring a Customer Service Representative for a fully remote, long-term role with US business hours. You will handle chats and emails with empathy, track CSAT, and work with cross-functional teams to improve the product experience. No prior experience is required, though customer-facing work is a plus.

You will use Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom, and Google Workspace to support clients and ensure high-quality service across multiple time zones.