Customer Service Agent

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Manage active customer cases, ensuring all follow-ups and resolutions are completed accurately and on time.
• Use internal systems to document customer interactions, feedback, and issue resolutions.
• Collaborate with logistics, billing, and technical teams to resolve order, payment, or product issues.
• Process returns, swaps, and account adjustments according to company policy.
• Provide clear, empathetic communication while maintaining brand voice and professionalism.
• Identify recurring customer issues and report patterns or feedback to management.
• Maintain a strong understanding of company products, subscription tiers, and policies to effectively support customers.
• Contribute to a positive team environment and support continuous process improvement.

Requirements

• Clear and professional communication skills (written and verbal).
• Comfortable making phone calls, sending emails, and managing SMS conversations.
• Reliable, organized, and detail-oriented.
• Experience in customer service, retention, or subscription-based support preferred.

Nice to Have

• Located on East Coast

Why Work with Fragile?

• Be part of a rapidly growing company.
• Opportunities for growth within a fast-paced startup environment
• $25/hour compensation