Customer Service Representative

LHH is actively seeking a Customer Service Representative for one of our top clients! This will be a 100% remote contract opportunity with our client and will work PST hours.

Product Support Specialist

We're looking for a customer-focused Product Support Specialist to join our team and help deliver an exceptional experience for Cocoon users. In this customer-facing role, you'll assist users by responding to support inquiries via email and scheduled phone or Zoom calls, ensuring they receive timely, thoughtful, and effective solutions.

This is an excellent opportunity for an early-career professional or someone with up to two years of customer support experience who enjoys helping others, communicating clearly, and working in a fast-paced software environment.

Responsibilities

• Respond to inbound customer support requests through email and scheduled calls.
• Provide clear, accurate, and empathetic support to customers.
• Manage a daily queue of approximately 30-45 email tickets and 5-10 customer calls.
• Troubleshoot customer questions within a tiered software support model, escalating issues when appropriate.
• Use support tools including Front, Calendly, and Zoom to manage customer interactions.
• Deliver a positive customer experience while meeting response time and quality expectations.
• Continuously learn about the product and support processes to improve customer outcomes.

Qualifications

• 0-2 years of customer support or customer service experience, preferably in a SaaS or software environment.
• Excellent written communication skills with the ability to explain solutions clearly and professionally.
• Comfortable speaking with customers via phone and Zoom.
• Strong customer service mindset with empathy, patience, and a positive attitude.
• Ability to stay organized and manage a steady volume of support requests.
• Comfortable working in a fast-paced, collaborative environment.
• Eager to learn, grow, and take on new challenges.

Schedule

• Availability to work Monday-Friday, 9:00 AM-6:00 PM Pacific Time.

If you're passionate about helping customers succeed and are looking to grow your career in software support, we'd love to hear from you.

Pay Details: $18.00 per hour

Search managed by: Kaitlynne Hope

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.