Job Description

Customer Service Representative
Location: Remote (Latin America or South Africa) Employment: Full-Time with day-time, US-hours coverage.
The Opportunity
We are seeking intelligent, empathetic, and detail-oriented Customer Service Representatives to provide high-quality support to students of a leading test-prep company. This is a crucial full-time, remote role for professionals in Latin America and South Africa who can work autonomously and handle a high volume of written communication.
You will be the primary point of contact for students, responsible for answering inquiries and resolving issues in a timely and empathetic manner. This is a non-phone role, focused entirely on asynchronous communication through our ticketing system, where your intelligence and problem-solving skills will be the most valuable assets.
What You'll Do
Customer Support & Issue Resolution

• Provide high-quality customer support via a written communication platform (Intercom).
• Respond to a high volume of inquiries and resolve issues in a timely and empathetic manner.
• Identify opportunities to improve the customer experience and provide feedback to the team.

Proactive Problem-Solving

• Go beyond the learned parameters to find answers, leveraging resources and context to resolve complex questions.
• Identify patterns in student inquiries and proactively suggest solutions for improved processes.

Team Collaboration & Accountability

• Collaborate with our Philippines-based team to ensure seamless 24/7 coverage.
• Work independently, taking full ownership of your tasks and responsibilities.

What We're Looking For
Experience & Competencies

• 1-2 years of customer service or student support experience.
• Intelligence: The ability to think critically and use context and resources to answer questions effectively.
• Communication: Excellent written communication skills, with strong grammar and proofreading abilities.
• Self-Starter: A resourceful individual who can work independently and doesn't need to be micromanaged.
• Empathy: A patient and empathetic approach to student support.
• Tech Savvy: Proficiency with customer service tools like Intercom and the ability to quickly learn and adapt to new processes.

Interview & Hiring Process

• Our hiring process consists of a small series of tests, not traditional interviews.
• The initial test is a one-hour skills assessment.
• A second, more substantial test will be a paid working interview.

Skills Required