Customer Support Team Member (Email) Full Time

Summary:

HigherRing, a B Corp and climate-neutral ethical outsourcing partner, supports socially responsible companies with remote customer support roles. This full-time position, starting May 2025, focuses on delivering empathetic, high-quality service for impact-driven clients.

Responsibilities:

• Provide excellent, concise, and empathetic customer support to customers of HigherRing’s clients via email, phone, and other support channels.
• Understand the client’s top priorities and deliver on those in every interaction.
• Manage customer inbound and outbound emails, outbound phone calls, and other communications in a timely manner.
• Resolve customer issues in a non-scripted style, providing a thoughtful customer experience and a swift resolution.
• Attempt to fully resolve customer issues at the first opportunity, only escalating the ticket when appropriate and practicing next communication avoidance.
• Maintain clear ticket queues and offer support to team members when workload allows.
• Work with HigherRing Leads and Managers to ensure the delivery of proactive customer service.
• Note recurring issues; escalate as necessary to the responsible Lead or Manager.
• Demonstrate a non-biased and genuinely helpful attitude.
• Think and act positively and creatively to deliver support that goes above and beyond customers’ expectations.
• Act as a brand ambassador and live the client’s and HigherRing’s values in every customer interaction.

Requirements:

• Dedicated and dependable work ethic.
• Keen problem-solving skills, and the ability to think on your feet.
• Strong active listening skills.
• Ability to use positive language to help customers know that they are being heard and that their problems will be solved.
• Ability to maintain a positive attitude even on a tough day.
• Attention to detail in written communication using professional language and spell check to ensure quality communications.
• Computer skills, including familiarity using multiple browsers, tabs, window navigations, and instant messaging tools.
• Fluency in oral and written English; second language is a plus.
• Proactive communication with management regarding time away from work and attendance.
• Quiet, distraction-free workspace in your home that includes a door that closes.
• Direct connection from computer to router/modem via Ethernet cable (no satellite or wireless Internet).
• Strong and consistent Internet bandwidth: 50 Mbps download speed or faster and 5 Mbps upload from a reliable provider.

Benefits:

• Employee (not contractor) status at a mission-driven company.
• Paid training.
• Option to participate in medical, dental, and vision insurance programs (we cover 76+% of the basic plan premium).
• 401(k) plan with a 2% match contribution.
• Paid sick leave.
• Paid vacation is available for use after the completion of 1 year of employment.
• A financial wellness and coaching program – 0% loans to help pay down debt.
• An opportunity to work from home, reducing your carbon footprint, commute time and expense, and wardrobe and food costs.
• Opportunities for growth and advancement in a fast-paced work environment where employee input is valued, and where mutual respect and camaraderie are a significant part of our culture.
• Opportunity for everyone to be an owner in the company through our Employee Stock Incentive Plan offered to all employees.