Customer Service Representative

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn't. By recruiting globally for specific client roles, we've grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, and one of our open roles fits, we'd like to meet you.

Role Summary

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 remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.