Customer Service Representative

We need someone who actually enjoys talking to people and isn't afraid to bend a rule when it makes sense.

Your job is to be the first person customers reach when something goes wrong or they need help. You'll handle inquiries across email, phone, chat, and ticketing systems - whatever channels we're using. The goal is simple: solve their problem and make sure they feel like someone listened.

This role comes with real autonomy. You won't be reading scripts or rubber-stamping policies. When a customer's situation is genuinely unusual, you have the authority to find a solution that works. If a policy needs an exception, make the call. We back representatives who think.

What you'll actually do:

Respond to customer inquiries within the timeframes we've committed to. Most days you'll be investigating issues, figuring out what went wrong, and either fixing it yourself or passing it on with full context so whoever handles it next doesn't start from zero. You'll document everything clearly because your notes will help both your teammates and your future self.

You'll spot patterns. If the same issue keeps coming up, you'll flag it so we can fix the root cause instead of just putting out fires. You'll also give honest feedback about what customers are actually asking for - that input shapes how we improve.

We're small enough that you'll know why your work matters and large enough that you won't do it alone. You'll have backup when you need it and room to own your piece of the operation.

The reality: customer service can be frustrating. People call when they're upset. But it's also the chance to genuinely improve someone's day. We're looking for someone who finds that part rewarding, not draining.

You should have some experience handling customer-facing work - retail, support, hospitality, or anything where you've solved problems for real people. You need to write clearly in email and be comfortable on the phone. Basic troubleshooting skills help, though we'll teach you our systems.

If you're the type who remembers that every ticket is a person, and you're comfortable making judgment calls without asking permission first, we want to talk to you.