[Hiring] Customer Support Agent @Halo Collar

Role Description

As a Customer Support Agent, you are the face of Halo Collar and the first person customers speak to when they need help. You will support Tier 1/initial customer inquiries primarily via video call. You’ll work with customers to troubleshoot collar, app, and connectivity issues, and leave people feeling heard and confident. You’ll work closely with a supportive team and leadership who invest in your success.

What You’ll Do

• Support our customers
  • Answer incoming video calls, chats, and emails, and move between channels as customers need.
  • Bring a welcoming, positive, and empathetic approach that shows customers we care.
  • Lead our dog-loving customers towards resolution for any issues they’re experiencing.
  • Deliver service that earns positive survey responses and reviews.
• Troubleshoot and solve
  • Diagnose and resolve issues with the Halo Collar, the Halo App, and Bluetooth, LTE, and Wi-Fi connectivity.
  • Aim to resolve issues at the first point of contact, and escalate to the right team when an issue needs highly specialized support.
• Document and share what you learn
  • Record every customer interaction accurately and completely.
  • Help spot and track recurring customer issues, and flag trends to leadership.
• Grow with the team
  • Join weekly Quality Assurance reviews and apply the feedback.
  • Meet with team leadership every other week to talk about performance, development, and career goals.
  • Constantly learn about products, technology, and best practices in customer support.

Qualifications

• A strong history of providing exceptional experiences in customer-facing roles (customer support, retail, hospitality, etc).
• Comfort with technology and a logical approach to troubleshooting (apps, Bluetooth, Wi-Fi, and cellular connectivity).
• Clear, professional, and friendly verbal and written communication.
• Calm under pressure, with the empathy and emotional intelligence to help frustrated customers.
• Attention to detail in your work and documentation.
• Reliable attendance, and the ability to work your assigned schedule.
• A coachable and curious mindset: you welcome feedback and use it to improve and learn.
• You are able to work 1 weekend day per week.
• Bonus points: experience with a CRM or ticketing system, and a love of dogs.

Success in this role looks like:

• Consistently positive, empathetic customer interactions and strong CSAT and QA results.
• Resolving issues at the first point of contact.
• Accurate, thorough documentation.
• Reliable attendance and schedule adherence.
• Active participation in coaching, with measurable improvement over time.
• Contributing insights that improve the customer experience.

Schedule and Work Setup

• Team Operating hours are 9:00 AM – 8:00 PM ET, 7 days a week.
• You’ll work five 8-hour shifts per week.
• Standard working schedule is 10 AM - 7 PM ET.
• You must work one weekend day as part of your weekly schedule.
• Internet with download speeds of at least 100 Mbps, and upload speeds of at least 25 Mbps.
• You must have a dedicated, quiet workspace free of background noise, so customers can see and hear you clearly.
• We will provide the tools you need to thrive - training, computer, camera, keyboard, etc.

Benefits

• Medical, dental, and vision plans, plus company-paid Long-Term Disability.
• 401(k) with company match.
• Paid time off.
• Work remotely from anywhere in the U.S.
• Be part of a mission-driven, dog-loving team.
• We provide competitive compensation packages, inclusive of hourly pay, incentives, and benefits. The hourly range for this role is $19 - $22 per hour. Final compensation depends on experience, skills, and qualifications.