[Hiring] Customer Happiness Agent @Somewhere

Role Description

As a Customer Happiness Team Member, your day-to-day work centers around what matters most to our company: people—especially our customers. You will directly impact the customer experience by supporting individuals through important milestones, such as furnishing a new apartment or first home. You will also play a key role in helping improve products and services by gathering and documenting customer insights that inform business decisions across the organization. As a member of the Customer Happiness team, you will have the opportunity to contribute to the frameworks, processes, and service standards that help deliver best-in-class customer support.

Key Responsibilities

• Support customers through phone, live chat, SMS, and email channels.
• Assist customers with product questions, assembly guidance, troubleshooting, and issue resolution.
• Handle order-related and sales inquiries before, during, and after purchase.
• Collaborate with retail partners to resolve customer concerns and answer inquiries.
• Document customer feedback and identify trends that can drive product and service improvements.
• Act as the voice of the customer by transforming feedback into actionable recommendations.
• Deliver personalized, thoughtful support experiences while maintaining a high standard of service.

Performance Expectations

Following a comprehensive 6–8 week onboarding and training period, Customer Happiness Team Members are expected to:

• Respond to approximately 30 customer emails per day.
• Handle an average of 20–25 phone calls daily.
• Manage 5–10 SMS conversations per day.
• Support customers through live chat interactions as needed.

Team members are empowered to make customer-focused decisions and are trusted to resolve most situations independently. The organization values flexibility, autonomy, and creating frictionless experiences for both customers and employees.

Qualifications

• Fluent English communication skills (minimum C1 level), both written and verbal.
• Strong listening skills and the ability to understand customer needs before offering solutions.
• Empathy, emotional intelligence, and a customer-first mindset.
• Strong problem-solving and critical-thinking abilities.
• Resourcefulness and a willingness to find solutions even when there is no obvious path forward.
• Ability to work independently with minimal supervision.
• Confidence navigating multiple software applications simultaneously.
• Experience troubleshooting customer issues and providing clear guidance.
• A passion for turning customer feedback into meaningful improvements.

Requirements

• Minimum 2 years of experience in a customer-facing support role.
• Minimum 1 year of experience supporting customers through both phone and email channels.
• Formal education is not a requirement. We are more interested in your capabilities, mindset, and how you approach your work.

Working Hours

• This role requires working both Saturday and Sunday as part of your regular schedule.
• Shifts are 9 hours long, including a 1-hour lunch break.
• Operating hours fall between 8:00 AM and 8:30 PM Eastern Time (ET).
• Exact schedules will be assigned following training.
• Days off will always be consecutive.

Remote Work

• This is a fully remote position open to candidates based in South Africa OR LATAM.
• You may work from any location that provides:
• A reliable internet connection.
• Consistent power supply.
• A quiet, professional environment suitable for handling customer calls and online support.
• The ideal candidate is highly self-motivated, organized, and capable of managing their workload independently.

What to Expect

• A thoughtful and supportive onboarding experience.
• Time and resources to learn and succeed in your role.
• Direct, constructive feedback.
• Minimal meetings and a focus on meaningful work.
• Collaboration with intelligent, caring, innovative, and honest colleagues.
• A culture that values balance, autonomy, and sustainable performance.
• We believe great work happens when people are trusted, supported, and given the freedom to perform at their best.