Remote Night-Shift Support Agent (Freelance)

Remote; San Francisco (CA); Remoto; USD 25.000 - 39.000; Part-time

Vantaggi offerti da questo lavoro

Freelance arrangement

Remote work eligible locations

Rotating 2/2 schedule

Initial training and test shifts

Descrizione del lavoro

Remote is seeking a freelance Night Shift Support Agent to assist users of an international digital learning platform. You will handle email inquiries, troubleshoot issues, and coordinate refunds while contributing to knowledge base improvements and response templates.

The role is remote, offers a rotating 2-on/2-off night schedule from 20:00 to 06:00, and requires strong written English, 3 months to 1+ year in customer support, and the ability to work independently in a fast-paced environment.

Competenze

• English proficiency at B1+ level or above with strong written communication
• Experience in customer support, technical support, sales, or customer retention (3 months to 1+ year)
• Ability to learn digital products, troubleshoot issues, and escalate cases accurately
• Experience maintaining internal documentation and using response templates/macros
• Strong empathy and a customer-first mindset; resilient in high-volume environments
• Availability for rotating night-shift schedule

Mansioni

• Handle incoming customer inquiries primarily via email, providing clear and helpful responses
• Meet performance targets (First Response Time, Resolution Time, CSAT)
• Develop knowledge of the platform to resolve issues effectively
• Escalate bugs or issues to technical, product, or legal teams as needed
• Coordinate refund requests and process transactions
• Contribute to improving support workflows and response templates
• Maintain accurate internal documentation and participate in team discussions
• Work rotating 2-days-on, 2-days-off night shifts 20:00–06:00

Conoscenze

Written English

Empathy

Communication

Problem solving

Attention to detail

Descrizione del lavoro

Remote is seeking a freelance Night Shift Support Agent to assist users of an international digital learning platform. You will handle email inquiries, troubleshoot issues, and coordinate refunds while contributing to knowledge base improvements and response templates.

The role is remote, offers a rotating 2-on/2-off night schedule from 20:00 to 06:00, and requires strong written English, 3 months to 1+ year in customer support, and the ability to work independently in a fast-paced environment.