Remote SLA-Driven Customer Support Specialist

Furnished Finder; Austin (TX); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Furnished Finder is seeking a Customer Service Representative to deliver high-quality support across phone, live chat, and email, acting as the first point of contact for users. You will resolve inquiries within SLA targets and maintain accurate case histories.

Based with our Austin HQ and remote options, you will collaborate with teams, follow SOPs, and continuously improve service quality. The ideal candidate has 6+ months in customer service and strong communication skills.

Qualifications

• English level B2+ or higher (spoken and written).
• Minimum 6 months of consecutive customer service experience.
• Comfortable using computers, chat tools, and basic tech platforms.
• Strong communication, problem-solving, and multitasking skills.
• High School Diploma or equivalent, preferably Customer service certified.

Responsibilities

• Respond promptly to user inquiries via inbound/outbound calls, chat, and email channels.
• Manage customer tickets from intake to resolution while ensuring accuracy, professionalism, and empathy.
• Follow SOPs and knowledge base materials to guide users through standard troubleshooting and support workflows.
• Meet or exceed individual benchmarks for response time, resolution time, and ticket handling volume.
• Ensure cases are resolved within SLA targets and escalated appropriately when necessary.
• Accurately document customer interactions and resolutions in tools.

Skills

English B2+

Customer service

Communication

Problem-solving

Multitasking

Education

High School Diploma

Customer service certification

Job description

Furnished Finder is seeking a Customer Service Representative to deliver high-quality support across phone, live chat, and email, acting as the first point of contact for users. You will resolve inquiries within SLA targets and maintain accurate case histories.

Based with our Austin HQ and remote options, you will collaborate with teams, follow SOPs, and continuously improve service quality. The ideal candidate has 6+ months in customer service and strong communication skills.