Customer Service Representative - Live Call

Position Summary

The Customer Service Representative (Live Call) is the voice our customers hear when they need real, real-time help: order issues, product questions, billing and refund requests, and everything in between. This role handles live inbound and outbound customer calls, resolving issues on the spot or escalating them to the right place quickly.

This role is part of a broader Customer Service org that also includes email and social media support. We currently have 3 live call representatives on staff and are actively building this function out to at least 12, so you'll be joining at a formative point for live call support specifically.

You will work one of two assigned shifts, with rest days scheduled around operational coverage needs rather than a fixed weekly pattern.

Key Responsibilities

• Live Call Support: Handle inbound and outbound customer calls, resolving order, product, billing, refund, and shipping questions in real time.

• Issue Resolution & Escalation: Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context.

• Standards & Brand Voice: Follow macros, SOPs, and brand voice guidelines while still sounding like a real, helpful person on the phone.

• Performance Targets: Meet CSAT, first response time, and resolution time targets for the live call channel.

• Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve call quality over time.

• Documentation: Maintain accurate, complete case notes and records in Richpanel for every interaction.

• Pattern Reporting: Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause.

Qualifications

Required:

• Prior customer service experience, ideally phone-based or call center experience.

• A reliable backup device and internet connection, in addition to your primary setup.

• A working camera for coaching sessions and team meetings.

• A quality headset with a microphone for live calls and meetings.

• Ability to work one of the following shifts: 6:00 AM-2:00 PM ET or 2:00 PM-10:00 PM ET, with rest days assigned based on coverage needs.

• Clear, professional spoken and written English communication skills.

• Comfortable handling a high volume of live calls throughout a shift.

Preferred:

• Experience in DTC, e-commerce, or subscription customer service.

• Prior experience with Richpanel or a comparable helpdesk platform.

• Based in the Philippines or LATAM.

Who This Role Is Not For

• This is not for people without a reliable backup device or internet connection. Live call coverage can't go down.

• This is not for people uncomfortable being on camera for coaching and team meetings.

• This is not for people who need a single fixed weekly schedule with no flexibility. Rest days shift based on coverage needs.

• This is not for people who prefer async, written-only work. This is a live, real-time phone role.

Work Environment

• Fully remote position, working one of two assigned live call shifts.

• Part of a growing, international Customer Service team.

• Direct coaching and feedback culture, with camera-on coaching sessions.

• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.

• Accountability: Team members own their decisions, mistakes, and outcomes.

• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Tools We Use

• Shopify

• Richpanel

• Loop

• Checkout Champ

• When I Work

• Fulfil

Hiring Process

• Application review.

• Assessment

• Hiring Manager Interview

• Offer.