Customer Support Specialist-Remote (Cst Time Zone)

Are you someone who takes ownership, protects the business you work for, and can hold firm boundaries with customers — while still being respectful and professional?

If yes, keep reading.

I run a fast-growing online education company. We help everyday people change their lives through a clear, step-by-step digital program. Our customer base is large, and we need strong support.

This is NOT a “the customer is always right” role.

This is a policy-first, customer support position.

If you’re confident, clear, organized, and enjoy being the calm person in the room — you’ll thrive here.

What You’ll Do

• Respond to customer support emails using a strict script (no freelancing language)
• Enforce refund policies exactly as written
• Revoke access and process refunds ONLY when authorized
• Tag and track customer issues in SamCart + ManyChat
• Follow SOPs exactly
• Escalate anything outside of script — no guessing
• Protect the business from fraud and chargebacks
• Keep communication short, calm, and firm

You MUST be someone who:

• Follows systems and processes without personal interpretation
• Is comfortable saying “no” or holding boundaries when needed
• Does not take customer emotions personally
• Can stay polite without being passive
• Has excellent written English
• Responds quickly and reliably
• Makes decisions based on POLICY, not feelings
• Loves structure, checklists, and procedures
• Understands basic customer psychology
• Wants long-term stability

This Role Is NOT For You If…

• You avoid conflict
• You struggle to follow strict scripts
• You need a lot of emotional reassurance
• You get overwhelmed easily
• You try to “go above and beyond” by breaking rules

This role requires someone who is strong, steady, and consistent.

Experience That Tends to Do Well in This Role

(Not required, but a plus)

• Call center (billing, tech support, telecom)
• Healthcare admin
• Property management
• Banking or collections
• Customer service escalation teams
• Social services or case management
• Retail management or restaurant management
• Legal admin or compliance

Job Types: Full-time, Part-time

Pay: From $18.00 per hour

Expected hours: 15 – 40 per week

Work Location: Remote