Customer Support Associate

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.   To apply, please fill out our external form. 🤞🏼 (You will be redirected to it automatically, once you click "Apply").

What you'll be doing?

• 🔸 Respond promptly to customer tickets, currently handled via written communication and calls.
• 🔸 Guide customers through our client’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 detailead 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.

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.

Perks

• 💰 Fair market pay
• 🏠 Remote, full-time job - work as an independent contractor from the comfort of your home!
• 🕐 Rotating shifts, 10 AM - 7 PM / 4 PM - 1 AM schedule, including weekends (with 1 hour of lunch break 🍕)
• 🥳 Start-up culture, young team, no egos, no BS

About Us ✨ At HKR, we're all about the start-up life—innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR. ✨ Transparent culture, tech-savvy, and quick decision-making. ✨ Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts. ✨ Fantastic mix of US clients with more to come. ✨ We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it. ✨ Ideal for creative minds who love contributing ideas and improving processes. ✨ Oh... and we don't waste time in useless meetings.   Location 🧭 Based in Bucharest and Cluj, Romania, we're remote-first. Whether you work from home or pop into the office, we support what works best for you. Embracing change is who we are.