Job Description

Hi there!
I'm Mark, Founder and CEO of Autism Parenting Magazine (APM).
Have a look at our
About the company
We're a fast-growing, high-energy publishing company dedicated to making a real difference in the lives of families affected by autism. Through our magazine, virtual summits, and educational courses, we provide the resources and support that make an impact globally.
At APM, we're moving quickly. As a rapidly expanding organization, we thrive in a fast-paced, high-performance environment where everyone is expected to work hard and stay focused on delivering results. Our global, remote-first team spans the UK, USA, Philippines, South Africa, and Eastern Europe, and we're growing by the day.
We follow the Entrepreneurial Operating System (EOS) to keep our team aligned, accountable, and relentlessly focused on execution.
While our work is demanding, it's also incredibly rewarding. We meet virtually each week to stay aligned and foster a culture of transparency, collaboration, and accountability. Tools like Hubstaff help us maintain clarity on time tracking and progress, ensuring that everyone is working at their best.
If you're looking for a place where hard work, innovation, and making an impact come together, you'll find it at APM. Every day is an opportunity to contribute to something meaningful and help us grow even faster.
About the role
We're looking for a fully remote Customer Service Representative who's passionate about helping people and delivering exceptional support, without feeling rushed or robotic.
This role is perfect for someone who thrives on structure, enjoys problem-solving, and takes pride in making every interaction count. You'll be the first point of contact for our community, helping families navigate our resources and providing compassionate, effective solutions to their questions and concerns.
Following the set work schedule is essential, as we need reliable coverage during US hours to ensure timely, high-quality support for our global community and seamless team collaboration.
What You'll Be Doing:
? Provide exceptional email and chat support with timely, accurate, and empathetic responses
? Document customer interactions, track issues, and escalate complex inquiries as needed
? Respond to social media messages and comments professionally, maintaining a positive brand presence
? Attend and present ALN onboarding sessions via Zoom to ensure participants have a smooth, welcoming experience
? Perform tasks like data entry, summit hosting, and email outreach
? Collaborate with internal teams to improve processes, systems, and the overall customer experience
? Communicate clearly during meetings, camera use encouraged to foster connection
Your Hours & Shifts:

• 8-hour rotational shifts covering 24/7, including weekends and holidays
• Probation Period (4 Months): 9 AM - 6 PM UK time including a 1-hour lunch break

Post-Probation: 12 PM - 9 PM UK time Including a 1-hour lunch break * Expect to work a 4-hour weekend shift one or two Saturdays per month, with a half-day off on a weekday in exchange

• Flexibility to work evenings, weekends, and holidays as needed, using Hubstaff for time tracking
• Team meetings are typically scheduled around 9-10 AM UK time, requiring some overlap with US time zones
• Occasionally required to attend ALN onboarding sessions via Zoom, depending on the schedule and availability

Requirements
About You
This role isn't a traditional customer service job. It's for someone who genuinely cares about people, is highly organized, and enjoys creating smooth, efficient processes in a fast-paced environment.
You're a problem-solver, someone who takes pride in following through, keeping customers happy, and collaborating with others to continuously improve how we deliver support.
You'll Do Great Here If You Have:
? 2+ years of experience in customer service, particularly in email, phone or video support
? A service-first mindset--you genuinely care about helping others
? Excellent written and spoken english
? Strong problem-solving skills and the ability to think on your feet
? High attention to detail and comfort following established processes
? Confidence working independently and as part of a team in a fully remote environment
? Familiarity with customer service tools (Freshdesk or similar) and social media platforms
? Access to a quiet workspace, reliable internet, and a fast computer with webcam
Bonus Points For:
? Supervisory, 3rd level support or QA experience
? Tech-savviness, you're comfortable learning and using new systems quickly
? Comfortable attending video calls and screen shares with customers or team members
? Demonstrating a can do attitude, performing tasks outside of the job description
Benefits
What's in it for You?
? $1000-$1500 USD Per month
? Full-time, fully remote position
? Join a high performing, mission-driven team that values collaboration and adaptability
? Earn 1 hour of annual leave for every 16 hours worked, and 1 hour of sick leave for every 80 hours worked
? Ongoing training and career development opportunities
*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

Skills Required