On-Call Buffer Customer Service Agent (Omnichannel Support)

Is This YOU? Then We Want to Meet You!
Are you an adaptable, fast-thinking support specialist who excels at stepping in to save the day during high-volume surges? We are seeking an On-Call Buffer Customer Service Agent to provide rapid-response coverage across email, live chat, and voice channels. If you thrive on multi-channel problem-solving, maintaining SLAs under pressure, and delivering exceptional customer experiences on short notice, we want to meet you!

Snapshot

• Hiring Budget: [Insert Budget / TBD]
• Schedule: Flexible (includes weekend shifts and peak hours coverage)
• Work Type: Remote

Requirements

• 1–3 years of experience in e-commerce, BPO, or SaaS customer support
• Hands-on proficiency using major helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk, or Salesforce Service Cloud)
• Experience handling omnichannel support (email, live chat, and inbound calls)
• Excellent written and verbal English communication skills with strong typing speed and accuracy
• Ability to quickly adapt and pivot between support channels or workflows with minimal warm-up time
• Strong organizational skills to manage, prioritize, and log ticket interactions accurately in CRM/helpdesk systems
• High flexibility and readiness to log on and assist during designated peak or emergency coverage windows

What you'll do

• Maintain on-call readiness during scheduled shift windows to log on and assist within standard SLA response times
• Resolve customer inquiries across live chat, helpdesk emails, and inbound calls regarding billing, order status, troubleshooting, and returns
• Monitor live queues and prioritize urgent or escalated tickets to prevent SLA breaches during high-volume periods
• Thoroughly document all customer interactions, resolution steps, and internal notes in designated CRM and ticketing tools
• Apply client brand guidelines, SOPs, and knowledge base resources to deliver accurate, high-quality solutions
• Smoothly escalate complex or recurring operational issues to team leads and supervisors

Success looks like

• Zero SLA breaches during peak coverage windows by responding rapidly to queue surges
• Maintaining high CSAT and resolution quality while handling sudden context shifts across channels
• 100% accuracy in logging interaction details, internal notes, and resolution steps in the CRM

Tech Checklist - Gotta Have It!
A reliable computer (at least with Windows 10 and an i5 processor), a stable high-speed internet connection of 100 Mbps, and a backup for both. A quiet, cozy workspace to handle calls and chats like a pro.

How to apply
Start your skill assessment by clicking here: 👉 Skill Assessment Form

What Happens Next
Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.