Customer Service Representative - REMOTE

Customer Service Representative (Remote - Philippines)

We’re on a mission to redefine how tires are delivered and experienced. As a fully remote, small, and agile team, we move fast and value finding creative solutions to complex problems. We aren't afraid to experiment! We test constantly, iterate quickly, and lean into innovation to stay ahead of the curve.

We are currently looking for dedicated independent contractors to join us as we scale one of the fastest-growing e-commerce companies in the US. If you thrive in a dynamic, "test-and-learn" environment, are passionate about providing exceptional customer service, and want to be a driving force in a pioneering industry, we want to hear from you.

As a Customer Service Representative, you will be the first point of contact for Tires Easy customers by answering questions, solving issues, and providing guidance on products and orders. You'll support customers via phone and email, and ensure every interaction is friendly, professional, and solution-oriented. 

We are not a BPO - we are a small, scrappy, and fast-growing company where we change things quickly and constantly improve our workflows and tools. This role is ideal for a high-level professional who thrives in a fast-paced environment and enjoys the "start-up" energy of a small team where you can help build and refine processes.

• Serve as the primary voice of the company, managing a high volume of inbound calls. This is a phone-heavy role, requiring up to 8 hours of active phone time per day. 
• Provide friendly, professional, and solution-oriented guidance on products, pricing, and website navigation.
• Manage the full order lifecycle, including creating orders, tracking shipments, and processing returns or warranties.
• Drive timely resolution for all assigned cases within our ticketing system.

• Hold yourself accountable to meeting and exceeding key performance indicators (KPIs) while providing an excellent customer experience.
• Maintain a high level of reliability and dependability in a fully remote environment.

• Adapt quickly to new processes, tools, and shifting priorities as our small team scales.
• Actively participate in continuous improvement by suggesting updates to FAQs and workflows to reduce customer effort.
• Demonstrate a "creative learner" mindset by staying current on rapid product updates and company guidelines

• Take on new tasks and responsibilities as the company scales and customer needs evolve.

• Accountability & Integrity: You are a self-starting professional who thrives on responsibility, and can work independently. 
• Customer Obsession: You are a kind, empathetic brand representative who can relate to customers and stay calm under pressure.
• Competitive & Goal-Oriented: You have a drive to succeed independently and enjoy hitting targets within a fast-moving team.
• Creative Learning: You like to learn and explore alternative solutions to complex problems.
• Clear Communication: You can simplify complex details and tailor your tone for both written and verbal interactions

• High speed Wi-Fi connection of at least 100 MBPS, hard wired in with ethernet cord & backup internet source
• Familiarity with Google Workspace (Docs, Sheets, Gmail) and/or Microsoft Office
• Experience in the tire or automotive industry is a plus (but not required - training provided)
• Positive, proactive, and collaborative team player who values kindness and inclusivity
• Available during business hours, will be scheduled for 5 days per week from Monday-Saturday between the hours of 5am-5pm Pacific Standard Time