The Role
Respond to customer tickets (written and occasional calls), guide customers on nutrition, subscriptions, and orders, track/document responses, stay current on product/promotions, handle potential future inbound calls, and provide feedback to improve processes and service quality.
Summary Generated by Built In
Hey, you! Wanna become #OneOfUs?
We are on the lookout 🕵🏻 for some awesome people to join our HKR team as Customer Support Associates, working for a US-based client, a wellness-focused brand dedicated to transforming health through plant-rich, organic nutrition and personalized wellness experiences. 🇺🇸
Btw, HKR was remote before it was even cool! 😎
Remote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy:
“Whatever you are, be a good one” - Abraham Lincoln.
To apply, please fill out our external form. 🤞🏼
(You will be redirected to it automatically, once you click "Apply").
What you'll be doing?
- 🔸 Respond promptly to customer tickets, currently handled via written communication and calls.
- 🔸 Guide customers through our client’s offerings, answering questions on nutrition, subscriptions, and order details primarily through ticketing channels. While calls are not a significant part of the role now, we want team members who are open to handling inbound calls in the future if the need arises.
- 🔸 Build trust with customers by handling each interaction thoughtfully, ensuring they feel supported and valued in their wellness journey.
- 🔸 Track and document ticket responses, keeping detailead records to enhance the customer experience and resolve any future inquiries smoothly.
- 🔸 Stay updated on our partner’s product line and promotions, enabling you to provide timely and accurate information with every response.
- 🔸 Be prepared to handle calls if they are added to the role, bringing the same warmth and professionalism to voice conversations as you do with written ones.
- 🔸 Provide feedback on common customer questions and concerns to help the team improve processes and elevate service quality across the board.
About You
- 🔸 Strong written communication skills are essential, as over 95% of support interactions are handled via tickets, with only occasional outbound calls (less than 5%) at this time.
- 🔸 Comfortable with the possibility of future inbound and outbound calls as our support model evolves to include more direct customer interactions.
- 🔸 Experience in customer service and a proven track record of delivering exceptional support in a ticketing environment.
- 🔸 Detail-oriented, with the ability to track and document responses accurately and maintain organized records for seamless follow-up.
- 🔸 Ability to stay calm and solution-focused, particularly when handling multiple customer tickets or occasional calls with ease and professionalism.
- 🔸 Flexibility and adaptability as our support model may change over time, including the potential for more phone-based interactions.
Perks
- 💰 Fair market pay
- 🏠 Remote, full-time job - work as an independent contractor from the comfort of your home!
- 🕐 Rotating shifts, 10 AM - 7 PM / 4 PM - 1 AM schedule, including weekends (with 1 hour of lunch break 🍕)
- 🥳 Start-up culture, young team, no egos, no BS
About Us
✨ At HKR, we're all about the start-up life—innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR.
✨ Transparent culture, tech-savvy, and quick decision-making.
✨ Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts.
✨ Fantastic mix of US clients with more to come.
✨ We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it.
✨ Ideal for creative minds who love contributing ideas and improving processes.
✨ Oh... and we don't waste time in useless meetings.
Location
🧭 Based in Bucharest and Cluj, Romania, we're remote-first. Whether you work from home or pop into the office, we support what works best for you. Embracing change is who we are.
Skills Required
- Strong written communication skills
- Experience in customer service and ticketing environments
- Comfortable handling or open to future inbound and outbound calls
- Detail-oriented with ability to track and document ticket responses accurately
- Ability to stay calm and solution-focused while managing multiple tickets
- Flexibility and adaptability to evolving support model and processes
- Willingness to work rotating shifts (10 AM-7 PM / 4 PM-1 AM) including weekends
- Work as an independent contractor, remote-first
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The Company
What We Do
HKR.TEAM provides bespoke global workforce solutions and is evolving into a vibrant talent network that bridges professionals with opportunities. On a mission to simplify global HR, they specialize in co-managed teams for Customer Support, Sales, Operations, AI Annotation, and IT, offering flexible remote employment and employee of record services to help companies scale efficiently and access a diverse, high-performance global talent pool.
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