Customer Support Representative

Customer Support Agent

Join a team that puts people at the center of everything.

At TLNT, we believe that recruitment is more than just filling roles — it’s about connecting humans with humans. We’re a people-first organization partnering with top U.S. companies to help them grow by attracting exceptional talent, and we know that the right content can open the right doors.

Join a company that is redefining how people access fresh, nutritious food by making home growing simple, accessible, and efficient. Through innovative hydroponic systems designed for ease of use, the company empowers individuals—regardless of experience or space—to grow their own vegetables, herbs, fruits, and edible flowers. With a strong focus on sustainability, wellness, and thoughtful product design, the brand is building a community of customers who value healthier lifestyles and a deeper connection to their food.

We’re looking for a dedicated Customer Support Agent to deliver best-in-class service to customers across all support channels, serving as a key touchpoint between the brand and its customers. This role involves responding to inquiries, resolving issues, and guiding customers through product usage with professionalism, empathy, and efficiency. The ideal candidate is a proactive communicator who is comfortable navigating digital tools and thrives in a fast-paced environment, ensuring every interaction reflects the company’s commitment to care, quality, and customer satisfaction.

What You'll Do

• Customer Interaction and Support:
• Provide timely, empathetic support to customers via email and SMS.
• Troubleshoot and resolve customer inquiries, offering creative solutions and escalating complex issues when necessary.
• Maintain a deep understanding of our products, services, policies, and systems to effectively assist customers.
• Advocate for the customer internally by providing feedback and insights to improve the customer journey.
• Platform and Technical Expertise:
• Utilize customer service platforms like Kustomer and Shopify to manage tickets and customer records accurately.
• Leverage macros, internal knowledge base articles, and AI/automation tools to streamline workflows and deliver consistent responses.
• Identify opportunities to improve processes or suggest content updates for our internal and external FAQs.
• Quality and Efficiency:
• Meet or exceed individual performance targets, including first response time, resolution time, and customer satisfaction scores.
• Participate actively in team meetings, training sessions, and quality coaching sessions.
• Adhere to internal quality standards for written and verbal communication across all channels.
• Continuous Improvement:
• Stay up to date with new products, system updates, and policy changes. 
• Proactively contribute ideas to improve the customer experience and internal workflows.
• Support team initiatives around customer engagement, product feedback collection, and retention strategies.

KPIs and Expectations:

Agents are expected to maintain the following minimum standards:

• CSAT: 85%+ across all channels
• First Response Times: Email: < 12 hours
• Full Email Resolution Time: < 24 hours
• Ticket Quality Score: +85% based on internal QA program.
• Knowledge Base Usage: Actively utilize and suggest updates to support documentation

What You Need

• 2+ years of experience in customer support, customer success, or a similar role.
• Exceptional written and verbal communication skills in English, with a warm yet professional tone.
• Strong problem-solving skills with a customer-first mindset.
• Comfortable working in multiple systems simultaneously (experience with Kustomer, Shopify, or other CRM platforms preferred).
• Highly organized, accountable, and self-motivated.
• Tech-savvy and quick to learn new tools and processes.
• Bonus Points For:
• Experience working in a remote customer support environment.
• Familiarity with Google G-Suite.

Salary & Perks

• Competitive Pay: We hire top talent and compensate accordingly.
• This is a full-time, long-term engagement with room to grow
• The position is immediately available and requires entering into an independent contractor agreement with TLNT.
• 100% remote — work from wherever you do your best thinking
• Monday through Friday, 8:00 a.m. to 5:00 p.m. (+/- 1 hour accepted) - PST.
• Additional perks.

Ready to apply?

We'd love to hear your story. The next step is a short application where you can share more about your background and upload your resume in English. Take your time — we read every response carefully.