Note: The job is a remote job and is open to candidates in USA. TeamK is a technology services company delivering AI, trust and safety, content moderation, data analysis, and customer operations solutions. They are hiring multiple Customer Operations Agents to provide frontline support for an international technology platform, resolving customer inquiries and ensuring a high-quality customer experience.
Responsibilities
- Resolve customer questions and fulfillment requests in a ticketing system (Zendesk) within SLA, crafting clear, tailored responses using current macros and SOPs
- Process customer applications accurately through designated online portals and internal automation tools, following documented steps exactly
- Communicate in a warm, plain spoken, on brand voice, and meet QA rubric and CSAT standards on every interaction
- Consistently hit team performance targets, including first response time, resolution time within SLA, CSAT/DSAT, and QA scores
- Recognize complex, time sensitive, or blocked cases and escalate to the team lead with clear, complete context
- Work against current SOPs, macros, and FAQs, and flag stale or missing content so it can be fixed
- Be online and available for assigned shifts and help close coverage gaps when needed
- Apply QA and coaching feedback, and take part in training and onboarding
Skills
- Strong written and spoken English
- Availability for shift work on an ongoing basis, including overnight and weekend shifts
- Own laptop (this is a BYOD position)
- Reliable fiber internet connection and power backup at home, sufficient to work uninterrupted through an entire shift
- Advanced critical thinking
- Technical problem solving
- Customer de-escalation skills
- Technical and general investigative skills
- Prior customer support or ticketing experience (for example, Zendesk)
Benefits
- Work Setup: BYOD (Bring Your Own Device)
- Remote (anywhere in India)
Company Overview