[Hiring] Customer Support Associate @Hkr.Team

Role Description

We are on the lookout for some awesome people to join our HKR team as Customer Support Associates, working for a US-based client, a wellness-focused brand dedicated to transforming health through plant-rich, organic nutrition and personalized wellness experiences.

Remote is allowed, encouraged, and the norm. Now, and forever.

What you'll be doing?

• Respond promptly to customer tickets, currently handled via written communication and calls.
• Guide customers through our client’s offerings, answering questions on nutrition, subscriptions, and order details primarily through ticketing channels.
• Build trust with customers by handling each interaction thoughtfully, ensuring they feel supported and valued in their wellness journey.
• Track and document ticket responses, keeping detailed records to enhance the customer experience and resolve any future inquiries smoothly.
• Stay updated on our partner’s product line and promotions, enabling you to provide timely and accurate information with every response.
• Be prepared to handle calls if they are added to the role, bringing the same warmth and professionalism to voice conversations as you do with written ones.
• Provide feedback on common customer questions and concerns to help the team improve processes and elevate service quality across the board.

Qualifications

• Strong written communication skills are essential, as over 95% of support interactions are handled via tickets.
• Comfortable with the possibility of future inbound and outbound calls as our support model evolves.
• Experience in customer service and a proven track record of delivering exceptional support in a ticketing environment.
• Detail-oriented, with the ability to track and document responses accurately and maintain organized records for seamless follow-up.
• Ability to stay calm and solution-focused, particularly when handling multiple customer tickets or occasional calls with ease and professionalism.
• Flexibility and adaptability as our support model may change over time, including the potential for more phone-based interactions.

Benefits

• Fair market pay
• Remote, full-time job - work as an independent contractor from the comfort of your home!
• Rotating shifts, 10 AM - 7 PM / 4 PM - 1 AM schedule, including weekends (with 1 hour of lunch break)
• Start-up culture, young team, no egos, no BS

Company Description

• At HKR, we're all about the start-up life—innovative and dynamic, not corporate and stuffy.
• Transparent culture, tech-savvy, and quick decision-making.
• Feedback fuels our growth, and we celebrate all wins.
• Meritocracy is our game; it's what you bring to the table that counts.
• Fantastic mix of US clients with more to come.
• We value ownership and getting things done.
• Ideal for creative minds who love contributing ideas and improving processes.
• We don't waste time in useless meetings.