Customer Support Associate at HKR MEDIA SRL – Brazil, Indiana

Customer Support Associate

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. Theres 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 clients 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 partners 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 lifeinnovative 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.