Pay · estimate~$17 – $23/hrMarket rate · not set by employer
PostedNov 13, 2026
LevelMid level
In short
When customers reach out about an online order, this role helps them leave with an answer they understand and a clear next step.
📋 About the job
💼Job Title: Customer Support Representative
Monthly Pay: $3,533 - $4,962 USD per month
🏢Summary
When customers reach out about an online order, this role helps them leave with an answer they understand and a clear next step. The Customer Support Representative sits within the customer support team and works under a customer service team lead to provide accurate, considerate responses. The role works with customers, fellow support representatives, and order fulfillment contacts to address questions about products, purchases, and delivery updates. This fully remote position offers work from home in Michigan, United States, with all duties completed through digital systems and customer conversations. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
✅Job Responsibilities
✅Review incoming customer emails and service tickets in a support platform such as Zendesk, identifying each question and its urgency before responding.
✅Answer incoming calls through a contact-center phone system such as Genesys, confirming the customer's question and explaining the next steps clearly.
✅Respond to online store questions through a live chat such as Intercom, using approved product information and keeping responses relevant to each conversation.
✅Check order status, item details, delivery updates, and available return options against current store information before sharing an answer with the customer.
✅Update customer interaction histories in a CRM such as Microsoft Dynamics 365, recording the question, information checked, response provided, and outstanding actions.
✅Explain product features, ordering steps, and account navigation in plain language without making promises beyond the information available through approved sources.
✅Coordinate with order fulfillment contacts when delivery information is unclear, then communicate confirmed updates and expected next steps to the customer.
✅Escalate unresolved complaints, unusual requests, or unavailable answers to the customer service team lead, including relevant context and actions already taken.
✅Follow up on open tickets when updates arrive, confirm whether the customer's question has been answered, and close completed conversations with clear notes.
✅Meet quality expectations through accurate answers, timely turnaround, complete interaction notes, appropriate escalation, and consistent follow-up on outstanding customer questions.