Customer Support Representative

• Respond to customer inquiries via phone, live chat, and email within defined service levels
• Troubleshoot account, order, billing, and product issues and resolve them on first contact whenever possible
• Escalate complex cases to the right team with clear, complete notes
• Document every interaction accurately in the client's CRM or helpdesk, such as Zendesk, Gorgias, or Freshdesk
• Identify recurring issues and share feedback to improve help articles and processes
• Meet quality, productivity, and customer satisfaction targets
• Serve as the first point of contact for customers of U.S. clients in e-commerce, tech, and healthcare

• 1+ year of experience in customer support, call center, or client-facing service roles
• Excellent spoken and written English
• Calm, empathetic, and solution-oriented communication style
• Comfortable using helpdesk, CRM, and ticketing tools
• Strong attention to detail and ability to multitask across channels
• Availability to work U.S. business hours
• Based in Jamaica
• Reliable home office setup and stable internet connection
• Experience supporting U.S. customers (Nice to Have)
• Experience in e-commerce, SaaS, or healthcare support (Nice to Have)

• Health insurance for contractors
• Holiday Extra Pay
• Work hours generally align with standard U.S. business hours, with some potential flexibility depending on the client's needs
• 100% home-based position
• Mental health days
• Performance-based incentives in addition to the base salary
• Annual review and appraisal process
• Opportunities for professional growth and advancement within the company