Customer Success Agent

Your tasks

Summary Customers ask how to get started, use a service, or solve a problem, and you give clear replies. Incoming calls and planned customer check-in lists guide your phone work. You welcome new customers and help existing customers get more value from the service. Your goal is to keep customers informed and help them use the service with confidence. A customer success team lead explains priorities and supports you with questions that need more help. This is a fully remote role where you work from home and support customers by phone. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Review customer follow-up lists and incoming call queues in a CRM such as Freshdesk, a system that stores customer details.
• Answer incoming calls and make outgoing calls through a business phone system such as Aircall, a tool for handling calls.

• Welcome new customers, explain how to start using the service, and ask which parts they need help understanding.
• Make regular check-in calls to learn how customers use the service and suggest helpful steps from approved guidance.

• Listen to each concern, ask short questions, and explain service details or next steps in clear, simple words.
• Solve simple issues during the call and ask the customer to confirm that the answer helped before moving on.

• Stay calm with upset customers, note their concerns, and flag customers who need extra help to the team lead.
• Record each question, answer, and next step after every call. Mark wrong numbers, duplicate entries, and requests to stop calls.

• Send unanswered questions to the team lead with a short summary. Call waiting customers back and confirm resolution before closing.
• Share daily call counts and common questions with the team. Practice clear replies using call outlines and feedback.

• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete customer records that clearly show the next step.

Requirements

• Professional spoken and written English, because calls are generally with customers in the United States.
• A computer, a mobile phone, a stable internet connection, and reliable electricity.

• No experience required. Customer service, phone support, or other customer-facing experience is preferred.
• Willingness to learn the service, follow approved call outlines, and ask for help when an answer is unclear.

• Comfort learning a CRM such as Freshdesk to find customer details and enter clear notes.
• Willingness to learn a business phone system such as Aircall for answering and returning customer calls.

• Ability to listen carefully, explain service steps simply, and check that the customer understands your answer.
• Care when updating customer details, recording agreed actions, and setting reminders for promised follow-up calls.

• A quiet place for calls and a patient approach when customers repeat questions or need another explanation.

What we offer

• A fully remote work from home role centered on helping customers understand and use a service.
• Structured onboarding and training on a CRM such as Freshdesk and a business phone system such as Aircall.

• Regular check-ins with the team lead to review questions, discuss call feedback, and build confidence.
• Growth opportunities within the team as you develop stronger customer support skills and service knowledge.

• Bonus opportunities.

How to apply

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