Note: The job is a remote job and is open to candidates in USA. Fragile is a hyper-growth startup redefining the way people access consumer hardware through seamless rentals. The Customer Service Agent will contact and respond to customers to resolve their inquiries and concerns in a timely manner, ensuring a high level of customer satisfaction.
Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and SMS
- Manage active customer cases, ensuring all follow-ups and resolutions are completed accurately and on time
- Use internal systems to document customer interactions, feedback, and issue resolutions
- Collaborate with logistics, billing, and technical teams to resolve order, payment, or product issues
- Process returns, swaps, and account adjustments according to company policy
- Provide clear, empathetic communication while maintaining brand voice and professionalism
- Identify recurring customer issues and report patterns or feedback to management
- Maintain a strong understanding of company products, subscription tiers, and policies to effectively support customers
- Contribute to a positive team environment and support continuous process improvement
Skills
- Clear and professional communication skills (written and verbal)
- Comfortable making phone calls, sending emails, and managing SMS conversations
- Reliable, organized, and detail-oriented
- Experience in customer service, retention, or subscription-based support preferred
- Located on East Coast
Company Overview