Customer Service Representative

About the Opportunity

Seize is looking for a thoughtful, dependable Customer Service Representative who enjoys helping people and finding practical solutions. In this role, you’ll support customers with everyday questions, guide them through our services, and make sure their concerns receive clear answers and timely follow-up.

You’ll often be the first person a customer speaks with, so your ability to listen, communicate, and take ownership will make a direct difference in their experience. Whether you’re answering a simple account question or coordinating a more complicated request, your goal will be to make the process easy to understand.

This is a fully remote position. Candidates must reside in the United States and be available to work an agreed schedule within U.S. business hours.

What You’ll Be Doing

Providing everyday customer support

• Respond to incoming questions through email, live chat, and phone.
• Assist customers with account access, service information, billing questions, and changes to their account details.
• Explain processes and available options in straightforward, helpful language.
• Adapt your communication to each customer’s needs and level of familiarity with our services.

Taking ownership of customer requests

• Ask relevant questions to understand the issue before recommending a solution.
• Resolve routine concerns using available resources and established procedures.
• Follow up on outstanding requests and provide updates when additional time is needed.
• Escalate sensitive or complex cases with complete notes so customers don’t have to repeat themselves.
• Handle frustrated customers calmly, with empathy and realistic expectations.

Keeping information accurate

• Record customer interactions, actions taken, and next steps in our support system.
• Maintain accurate case statuses and customer records.
• Follow company procedures for handling customer information and verifying account details.
• Identify errors or missing information that could delay a resolution.

Helping improve the customer experience

• Flag recurring issues, confusing instructions, and gaps in our help resources.
• Contribute to FAQs, response templates, and internal support guides.
• Share useful customer feedback with the appropriate teams.
• Participate in team discussions, coaching, and training sessions.

What We’re Looking For

• Strong written and verbal communication skills in English.
• A patient, respectful approach to customer conversations.
• Good judgment and the ability to recognize when an issue needs additional support.
• Attention to detail when reviewing information and documenting cases.
• The ability to manage several requests while keeping commitments and deadlines.
• Comfort using web-based applications and switching between multiple tools.
• A willingness to learn new processes, receive feedback, and ask questions.
• Reliability, punctuality, and the ability to work independently from home.

Previous experience in customer service is preferred. Experience in retail, hospitality, administrative support, or other customer-facing roles is also relevant.

Helpful Experience

You may be particularly comfortable in this role if you have experience with:

• Support platforms such as Zendesk, Freshdesk, or Intercom.
• CRM systems and customer account management tools.
• Phone-based support or high-volume email and chat queues.
• Billing inquiries, account updates, or basic technical troubleshooting.
• Working remotely and communicating with a distributed team.

Remote Work Requirements

To perform this role effectively, you’ll need:

• To be based in the United States.
• A reliable internet connection suitable for calls and online support tools.
• A quiet workspace where you can handle customer conversations professionally.
• Availability for scheduled shifts and team meetings.
• The ability to follow company security and confidentiality procedures while working remotely.

Specific shift expectations will be discussed during the interview process.

How Success Will Be Measured

Success means customers receive accurate answers, understand what happens next, and feel that their concerns have been taken seriously.

Your performance will be assessed through a combination of:

• Quality and accuracy of customer interactions.
• Timely responses and consistent follow-through.
• Customer satisfaction and professionalism.
• Clear documentation and appropriate escalation.
• Reliabili…