Customer Service Representative

Job Title

Customer Service Representative

Working Hours

- 11.30AM - 7PM ET

About Us

Social Catfish is a rapidly growing online safety and verification company committed to creating a safer digital world. Our company thrives on integrity, relentless innovation, continuous improvement, and teamwork — we hustle hard, work smart, champion our customers, and get things done with ownership and excellence.

Role Overview

Social Catfish is looking for a dependable, customer-focused problem solver to join our team as a Customer Service Representative. This role is responsible for assisting customers across phone, live chat, and email while resolving account, billing, subscription, product, and service-related concerns. The ideal candidate takes ownership of customer issues, communicates with empathy and professionalism, works efficiently in a fast-paced environment, and knows when to independently resolve an issue versus escalating for additional support.

Responsibilities

• Manage an assigned support queue and ensure customer inquiries are responded to, documented, escalated, and resolved within established service expectations.
• Provide support across phone, live chat, and email/ticket channels, while effectively prioritizing multiple customer interactions and time-sensitive requests.
• Take ownership of customer concerns from initial contact through resolution rather than leaving issues unresolved or without appropriate follow-up.
• Investigate account, billing, subscription, and product concerns using available internal tools and resources before escalating.
• Identify opportunities to retain customers who are considering cancellation by understanding the reason for cancellation and offering appropriate solutions or alternatives when applicable.
• Accurately document customer interactions, actions taken, outcomes, and escalations in the customer service platform.
• Follow established procedures for billing concerns, cancellations, refunds, escalations, privacy-related inquiries, and other sensitive customer situations.
• Recognize when an issue requires escalation and provide management with complete and accurate information for efficient resolution.
• Meet established performance expectations related to response time, customer satisfaction, quality, productivity, attendance, and schedule adherence.
• Receive and apply coaching, feedback, process changes, and updated procedures consistently.

Required Qualifications

• High school diploma or GED required.
• 2+ years of customer service experience, preferably in a high-volume or multi-channel support environment.
• Demonstrated experience providing customer support by phone and written channels such as email, tickets, or live chat.
• Strong verbal and written communication skills, including professional grammar, tone, and attention to detail.
• Strong problem-solving and investigative skills with the ability to independently gather information before escalating an issue.
• Ability to manage an assigned workload/queue, prioritize urgent customer concerns, and consistently follow through on unresolved issues.
• Demonstrated ability to work independently, identify when assistance is needed, and proactively communicate workload concerns or barriers to management before customer service levels are impacted.
• Ability to remain professional and de-escalate frustrated or upset customers.
• Strong organizational and time-management skills with the ability to manage multiple customer interactions and competing priorities.
• Comfortable discussing billing, subscriptions, cancellations, and retention options with customers.
• Ability to follow detailed procedures while exercising good judgment when a situation requires escalation.
• Ability to accept coaching and consistently apply feedback and process changes.
• Reliable attendance and ability to maintain assigned schedule and availability.
• Strong computer and data-entry skills with the ability to learn multiple customer support systems.

Preferred Qualifications

• Experience using customer support platforms such as Freshdesk, Freshcaller, Freshchat, or similar CRM/help desk systems.
• Experience in a subscription-based, SaaS, e-commerce, or other recurring-billing customer service environment.
• Previous experience handling customer retention, cancellations, billing disputes, and account troubleshooting.
• Experience working with customer service KPIs such as CSAT, response time, quality scores, productivity, and schedule adherence.
• Experience working remotely and independently while maintaining consistent communication and productivity.
• Bilingual English/Spanish is a plus.

Expected hours: 40.0 per week

Work Location: Remote