Customer Support Specialist, Part Time

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Hireframe

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🎯 Recruiter

👥 HR Tech

Consulting • Recruitment • HR Tech

Hireframe is a staffing company that specializes in providing nearshore and offshore talent to fill mission-critical roles for businesses. They offer on-demand recruitment services, focusing on roles such as Accounting & Finance, Operations & Customer Service, HR & Recruitment, Information Technology, and Sales & Marketing. Hireframe aims to save businesses time and money by staffing remote positions with skilled professionals from locations like Mexico and the Philippines. They offer a flexible recruitment model on a pay-per-hire basis and provide full-time dedicated team members as a service. Business leaders utilize Hireframe as a strategic partner in talent acquisition to meet growth targets and operational efficiency.

📋 Description

• Respond to customer support inquiries regarding products, orders, shipments, and general account questions. • Resolve issues involving lost, stolen, delayed, or damaged shipments. • Process eligible replacement and reshipment orders. • Coordinate with shipping insurance providers to submit and track claims. • Communicate with third-party logistics (3PL) partners through Slack to resolve order fulfillment issues, mispicks, and shipment concerns. • Follow up with logistics and insurance partners to ensure reimbursements are received when applicable. • Maintain detailed records of customer support cases and resolutions. • Prepare weekly customer support reports including: • ○ Ticket date and time • ○ Customer issue summary • ○ Insurance claim status • ○ Reimbursement outcomes • ○ Reshipment details • ○ Customer satisfaction ratings (1–5 scale)

🎯 Requirements

• Previous customer support or customer service experience. • Excellent written English communication skills. • Strong empathy and conflict-resolution abilities. • Ability to remain calm and professional when assisting frustrated customers. • Highly organized with strong attention to detail. • Comfortable working independently and managing multiple follow-ups. • Experience using Slack; experience with Gorgias or similar help desk platforms is a plus. • Ability to learn product knowledge quickly and confidently assist customers. • **Ideal Candidate** • Kind, empathetic, and customer-focused. • Patient and approachable with a service-first mindset. • Task-oriented and reliable. • Comfortable taking ownership of issues through resolution. • Committed to providing a positive experience for every customer.

🏖️ Benefits

• Permanent remote work flexibility • Annual performance bonuses • Dedicated coaches offer an extra channel of support and skill-building • Opportunities for professional growth