Customer Success Agent (Remote)

About the role

This is a fully remote Customer Success Agent position working from home, supporting customers by phone. Customers ask how to get started, how to use a service or how to solve a problem, and you give clear answers. Incoming calls and planned check-in lists guide your work, and a team lead explains priorities and helps with difficult questions. The role pays a monthly base salary plus bonus opportunities.

Key responsibilities

• Review customer follow-up lists and incoming call queues in a CRM such as Freshdesk.
• Answer incoming calls and make outgoing calls through a business phone system such as Aircall.
• Welcome new customers, explain how to start using the service and ask what they need help with.
• Make regular check-in calls to learn how customers use the service and suggest steps from approved guidance.
• Listen to concerns, ask short questions and explain service details or next steps in simple words.
• Solve simple issues during the call and ask the customer to confirm the answer helped.
• Stay calm with upset customers, note their concerns and flag those needing extra help to the team lead.
• Record each question, answer and next step, mark wrong numbers, duplicates and requests to stop calls, and send unanswered questions to the team lead with a summary.
• Share daily call counts and common questions with the team, practice clear replies and meet quality standards.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• A computer, a mobile phone, a stable internet connection and reliable electricity.
• No experience required; customer service, phone support or other customer-facing experience is preferred.
• Willingness to learn the service, follow approved call outlines and ask for help when an answer is unclear.
• Ability to listen carefully, explain steps simply and check that the customer understands.
• A quiet place for calls and a patient approach when customers repeat questions.

Required skills

• Comfort learning a CRM such as Freshdesk to find customer details and enter clear notes.
• Willingness to learn a business phone system such as Aircall.

What we offer

• Structured onboarding and training on the CRM and phone system.
• Regular check-ins with the team lead to review questions and call feedback.
• Growth opportunities within the team.
• Bonus opportunities.