Customer Service Representative

We are looking for Customer Service Representatives to help our clients deliver a great customer experience. This is a generalist front-line role: you will handle chat and email support, monitor product feedback, manage customer databases, and own resolution of routine inquiries. Ideal for early-career candidates who are people-oriented, technology-fluent, and want to build a customer service career.

Key Responsibilities

• Respond to customer inquiries via chat and email with empathy and accuracy

• Monitor product feedback channels and surface themes to product/operations teams

• Maintain accurate customer records in CRM and helpdesk systems

• Coordinate across team members to resolve cross-functional issues

• Engage customers proactively (onboarding nudges, follow-ups, satisfaction checks)

• Provide informed, friendly customer care across the lifecycle

• Identify simple sales/upsell opportunities and route qualified leads to sales

• Resolve complaints with a customer-first mindset; escalate when appropriate

• Build deep knowledge of the client's product/service to give accurate answers

• Track personal CSAT and resolution metrics; aim to improve weekly

Required Qualifications

• Fully fluent in English

• Skilled in modern apps and helpdesk technology

• Strong written communication and a service-first mindset

• Ability to commit long-term and full-time

• Ability to work U.S. business hours (PT, CT, or ET)

• No prior work experience is required, but any customer-facing experience is an advantage

Preferred Qualifications

• Associate's or Bachelor's degree in any field

• Familiarity with Zendesk, Intercom, Freshdesk, or HubSpot Service

• Experience in retail, hospitality, or BPO customer service

Tools & Technologies

• Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom, Google Workspace

Core Competencies

• Track record of success at work or in school

• Solves problems with minimal guidance

• Anticipates customer needs

• Persistent and hard-working

• Curious and resourceful

• Professional and warm in all interactions

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.