Job Description
About HelpGrid
HelpGrid is a performance-driven growth partner for eCommerce brands in the health and wellness space. We specialize in abandoned cart recovery, post-sale engagement, and customer support, helping our clients recover 10–15% more revenue from existing traffic. In fact, our work drove over $35 million in additional revenue for our clients last year alone. We’re selective about who we work with, and we only get paid when we deliver results.
What started as a small but mighty support team has grown into a full-scale revenue engine, and now, a tech company. We’ve built custom internal tools to optimize conversations, scale faster, and deepen customer connection, and we’re now turning those tools into software products powered by AI and automation.
Whether you’re a closer, a creative, a builder, or a systems thinker, there’s room to grow with us. We care about performance, but we care just as much about people, and we’re building a place where both can thrive.
We’re growing fast, and we’re looking for people who want to grow with us.
Why This Role Exists
The Customer Service Representative plays a key role in ensuring every customer interaction reflects HelpGrid’s commitment to excellence. You’ll be the voice of the brand, providing timely, empathetic, and effective support to customers across multiple communication channels.
Your goal is to create exceptional experiences that foster loyalty, satisfaction, and trust, while identifying opportunities to improve processes and elevate the overall customer journey.
Responsibilities
Customer Support & Communication
- Respond to customer inquiries through phone, chat, and email in a professional and empathetic manner.
- Resolve customer concerns efficiently, ensuring each issue is handled with care and accuracy.
- Maintain a deep understanding of company products and services to deliver informed assistance.
- Manage records of customer interactions, transactions, and feedback in internal systems.
Problem Solving & Escalation
- Investigate and troubleshoot issues, coordinating with internal teams for timely resolutions.
- Identify recurring challenges and proactively suggest improvements to processes or communication.
- Follow escalation procedures when necessary, ensuring customers receive prompt solutions.
Team Collaboration
- Partner with Sales, QA, and Operations to align service delivery with company goals.
- Contribute to team discussions and share insights on how to improve customer experience.
- Participate in refresher training sessions and feedback loops to enhance service quality.
Performance & Growth
- Meet or exceed performance metrics related to customer satisfaction, quality, and response times.
- Take ownership of your professional development and maintain a positive, solutions-focused attitude.
- Demonstrate accountability and initiative in every interaction, representing HelpGrid’s values.
Additional Qualifications
- 2+ years of experience in customer service, preferably in a call center or eCommerce environment.
- Excellent written and verbal English communication skills.
- Strong problem-solving and multitasking abilities.
- Empathetic and patient, with a genuine desire to help others.
- Tech-savvy and comfortable navigating multiple systems or CRM tools.
- Self-motivated, organized, and adaptable in a fast-paced, remote work environment.
Employment Details
Department: Customer Support
Reports To: Customer Support Team Lead
Type: Full-time Contractor
Location: Remote – Worldwide
Equal Opportunity Employer
We are committed to equality of opportunity, welcoming diverse candidates, and fostering a work environment free from discrimination on the basis of race, color, ancestry, national/regional or ethnic origin, religious beliefs, sex, gender identity, sexual orientation, marital or family status, age, or physical impairments.
