Remote Tier 1 Customer Experience Agent – Inbound

Jobgether; Lake Michigan Beach (MI); Remote; USD 35,000 - 50,000; Full time

Benefits offered by this job

Fully remote work

Annual bonus

Health insurance

Paid holidays

Job summary

Jobgether, on behalf of a partner company, seeks a Customer Experience Agent — Tier 1 based in the United States. You will be the first line of support across phone, email, and chat, delivering timely, empathetic help while documenting interactions in CRM and following defined procedures.

Working in a fully distributed team, you will escalate complex cases, share insights for improvement, and keep knowledge up-to-date to ensure a consistent, high-quality customer experience.

Qualifications

• At least one year of experience in an inbound call center environment.
• Experience supporting multiple brands is preferred.
• Excellent written and verbal communication across phone, email, and chat.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and other channels with timely, professional, and helpful assistance.
• Investigate and resolve routine questions using established procedures and resources.
• Escalate complex issues to Tier 2 or Tier 3, ensuring proper handoff with details documented.
• Monitor open cases and follow up to ensure complete resolution and clear next steps.
• Maintain current knowledge of products, services, policies, and support procedures.
• Record interactions and resolution outcomes accurately in the CRM system.
• Capture customer feedback and share observations to support improvements.
• Collaborate with other teams to resolve concerns requiring additional expertise.
• Meet or exceed performance indicators such as response times and CSAT.
• Participate in quality reviews and training to improve performance.
• Maintain reliable attendance and adhere to work schedule and holiday coverage.

Skills

Customer service

Communication

Multitasking

Team collaboration

Empathy

Adaptability

Tools

CRM software

Job description

Jobgether, on behalf of a partner company, seeks a Customer Experience Agent — Tier 1 based in the United States. You will be the first line of support across phone, email, and chat, delivering timely, empathetic help while documenting interactions in CRM and following defined procedures.

Working in a fully distributed team, you will escalate complex cases, share insights for improvement, and keep knowledge up-to-date to ensure a consistent, high-quality customer experience.