[Hiring] Customer Support Agent - Outbound Calls @UMAEZ LLC

Role Description

You'll be handling outbound customer calls for Goda — post-purchase follow-ups, proactive order and fulfillment updates, review acquisition outreach, and retention-focused conversations. You'll also support inbound escalations when needed.

This is not a scripted cold call role. You'll be working off structured call frameworks, but the job requires you to think, read the customer, and adapt in real time. Our customers are passionate about our products — when something's off, they want to talk to someone who actually cares and can fix it.

You'll report to the CS Manager and be held to clear daily call targets, resolution quality benchmarks, and CSAT standards. If you're the type to hide behind a script and move on, this isn't the right fit.

What You'll Be Doing

• Outbound Call Management
  • Making outbound calls to existing customers for post-purchase follow-ups, proactive delivery updates, and satisfaction check-ins [Approximately 50+ calls per day]
  • The main goal is: Executing review acquisition campaigns — reaching out to verified purchasers and guiding them through leaving a review on our Trustpilot page, compliantly and naturally
  • Following call scripts and frameworks precisely while using good judgment when conversations go off-script
  • Logging every call outcome accurately in our CRM/helpdesk [Aircall]
• Quality & Reporting
  • Hitting daily and weekly call volume targets as set by the CS Manager
  • Maintaining CSAT and call quality scores within defined benchmarks
  • Surfacing recurring complaint patterns and call objections to the CS Manager for SOP and messaging improvements
  • Flagging any compliance concerns, sensitive customer situations, or escalation risks immediately

Qualifications

• Minimum 2–3 years of experience in a customer support role — call center or outbound phone experience strongly preferred; DTC or e-commerce experience is a significant advantage
• Fluent, clear, confident American English — spoken and written. Customers are US-based; your accent and phrasing must be comfortable and natural for an American audience. This is non-negotiable.
• Strong phone presence — you sound engaged, warm, and professional, not robotic or scripted
• Proven ability to handle difficult conversations calmly — complaints, frustrated customers, cancellation intent — without losing composure or matching their energy
• Comfortable working within structured call frameworks while adapting naturally when the conversation requires it
• Detail-oriented with CRM and logging discipline — every call outcome documented accurately: resolution, sentiment, issues, follow-up required
• Proactive and self-directed — you hit your call targets without being chased and you flag problems before they land on someone else's desk

Requirements

• Experience in retention or winback calling (subscription brands, DTC)
• Familiarity with helpdesk or CRM tools (Commslayer, RichPanel, Gorgias, Zendesk, or similar)
• Prior experience with review outreach or NPS/CSAT follow-up calling
• Comfort navigating fulfillment-related conversations (order status, reshipments, tracking disputes)

Instant No's

• Heavy or unclear accent that creates friction in US customer conversations
• Relying on scripted lines when the customer has clearly gone off-script — the ability to pivot naturally is required
• Low call volume output or unlogged outcomes — accountability on every call is not optional
• Treating outbound CS as cold sales — the goal is resolution and relationship, not pressure tactics
• Slow escalation of sensitive or high-risk situations

Benefits

• Competitive salary based on market and experience
• Fully remote, working within your assigned market's timezone (must overlap with US business hours)
• Clear growth path within our CS team and retention function
• Structured call frameworks, proper tooling, and a CS team being built to the right standard

📌 Our customers are real people who spent real money on our brand. Your voice is often the first time they hear from a human. If you take that seriously and want to be part of a brand that's building something real, we'd like to hear from you.