Customer Support Associate

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Hey, you! Wanna become #OneOfUs?
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. 🇺🇸

Btw, HKR was remote before it was even cool! 😎
Remote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy:
“Whatever you are, be a good one” - Abraham Lincoln.

About You

🔸 Strong written communication skills are essential, as over 95% of support interactions are handled via tickets, with only occasional outbound calls (less than 5%) at this time.
🔸 Comfortable with the possibility of future inbound and outbound calls as our support model evolves to include more direct customer interactions.
🔸 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.

What you'll be doing?

🔸 Respond promptly to customer tickets, with over 95% of support currently handled via written ︃​︁︄︄​︂︃︅​︁︄︁communication and only a small portion (less than 5%) via outbound calls.
🔸 Guide customers through our partner’s offerings, answering questions on nutrition, subscriptions, and order details primarily through ticketing channels. While calls are not a significant part of the role now, we want team members who are open to handling inbound calls in the future if the need arises.
🔸 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.

Perks

💰 Fair market pay
🏋🏻 7card - national coverage for sport & wellness activities
🏥 A very inclusive medical insurance plan at Regina Maria
🏠 Remote, full-time job - work from the comfort of your home!
🕐 Rotating shifts, 9 AM - 6 PM / 3 PM - 12 AM schedule (with 1 hour of lunch break 🍕)
🥳 Start-up culture, young team, no egos, no BS