At Bonfire, we work every day to empower users to buy and sell custom merchandise. We are seeking a reliable, organized, and independent individual to provide quick, kind, and competent customer support. The Weekend Flexible Customer Support Representative role is a part-time position with scheduled hours that may fluctuate based on factors such as volume, teammate time off, and holidays.
This is a remote position that requires consistent access to a reasonably distraction-free home workspace and a computer with reliable high-speed internet. Shifts will be scheduled at least one week in advance, and availability is required on both Saturday and Sunday, between 8 am and 8 pm Eastern Time (5 am and 5 pm Pacific Time).
The ideal candidate for this role is a highly motivated and proactive individual who excels in independent work. They must possess exceptional communication skills, demonstrating clarity, empathy, and professionalism in all interactions. A strong commitment to continuous professional and technical development is essential, as the role requires staying current with industry best practices and evolving technologies.
Responsibilities
- Handle Customer Inquiries: Respond to customer questions and complaints via email, chat, and occasionally phone, providing solutions and following up to ensure the issue is resolved.
- Coach Customers: Help customers navigate the Bonfire site and provide them with best practices through clear messaging, external resources, and visual aids, such as screenshots and videos.
- Collaborate Internally: Report customer feedback and record technical platform issues to improve the customer experience, and initiate cross-team communication to solve customer issues.
- Maintain Communication: Stay in consistent communication with Customer Support leadership regarding scheduling, and monitor work communication channels for notices and updates.
- Meet Performance Goals: Continually meet or exceed metrics targets for customer satisfaction and efficiency.
Requirements
- 1+ years of experience in customer service or a related field
- Ability to work a flexible schedule, independently, on weekends (Saturday and Sunday)
- Strong verbal and written communication skills
- Excellent attention to detail and organizational skills
- Ability to work independently and as part of a team
- Familiarity with CRM systems and practices is a plus
- Flexibility to occasionally work after hours, on weekdays, and on holidays
- Access to a computer with reliable, high-speed internet
