This is a remote position.
Are you an experienced voice support professional who thrives in a high-touch, fast-paced environment? We’re looking for a Customer Support Specialist who can serve as the single point of contact for our clients—someone who’s confident on the phone, skilled in managing tickets, and committed to delivering clear, empathetic communication every step of the way.
In this role, you’ll handle all client communication via Zoho Desk and Zoho Voice, ensuring every inquiry is resolved efficiently and professionally. You’ll collaborate with internal teams to solve problems without bouncing clients around and help us continuously improve how we support our customers.
If you have 2+ years of voice support experience, strong written and verbal English skills, and the ability to juggle multiple conversations across tickets, calls, and chats— we’d love to hear from you.
Job Highlights:
- Contract type: Independent Contractor
- Schedule: Monday to Friday, 9:00 AM – 5:00 PM (Pacific Time) Breaks: Lunch: Flexible, paid, taken during low workload
Key Responsibilities:
Serve as the Single Point of Contact
- Act as the central, consistent point of communication for clients and vendors throughout the full lifecycle of their inquiry or issue.
- Handle incoming calls through Zoho Voice
- Respond to and manage all tickets in Zoho Desk
- Provide timely, accurate, and empathetic responses to inquiries regarding bookings, payments, service status, and other general questions
- Assign tickets internally when input from another department is required
- Track and follow up on ticket progress across teams
- Ensure resolutions are provided to the client by the Customer Support Specialist only, not by switching departments
- After receiving internal resolution, respond back to the client with clear, human-centered communication
- Ensure each ticket is resolved and closed in accordance with company service standards
- Properly categorize, tag, and assign tickets
- Maintain notes and ticket history to ensure traceability and team visibility
- Communicate effectively with Dispatch, Billing, Field Teams, Legal, and Tech
- Ensure all timelines, service expectations, and client concerns are clearly translated into internal tasks
- Respond to all tickets within expected response windows
- Maintain professionalism, clarity, and consistency in tone and response time
- Identify recurring issues or customer pain points
- Propose improvements to processes, macros, and internal workflows to enhance the customer experience
Tools Provided by the Company:
- Zoho Desk (ticketing)
- Zoho Voice (telephony)
- Zoho WorkDrive, Cliq, CRM, People, and other internal tools
- All software and access are fully provisioned — no personal subscriptions required
Requirements
- Strong written English and verbal communication skills.
- 2+ years experience in a voice support role or similar.
- Ability to multitask and manage multiple channels of communication.
- Noise-cancelling headset with a clear microphone.
- Familiarity with CRM systems and practices.
Bonus Skills (Preferred, but not required):
- Previous experience in AppleCare-style support, airline/hospitality service, or any high-touch client environment
- Ability to multitask across calls, tickets, and chats
- Experience working in a fast-paced, startup-style environment.
Benefits
Independent Contractor Perks:- HMO Coverage for eligible Locations
- Permanent Work from home
- Immediate Hiring
- Steady Freelance Job
Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.
ZR_22603_JOB
Australia
United States only
Canada only
Philippines only