Customer Service Representative - Remote

Overview

We are seeking a Customer Service Representative to join the Tailwind team. You will support guests and partners via chat, email, and occasional calls, resolving inquiries quickly, thoroughly, and professionally.

In Short

• Respond to inbound chats, emails, and calls from guests and partners
• Make outbound follow-up calls when clarification or issue resolution is needed
• Troubleshoot basic issues and escalate complex problems appropriately
• Log interactions accurately and maintain clear records for future reference
• Identify recurring problems and tag key stakeholders, especially in the case of complaints
• Contribute to the knowledge base by identifying gaps and making updates
• Update the health score of partners on a regular basis
• Meet or exceed individual and team KPIs related to response time, resolution, and customer satisfaction

Requirements

• Minimum 2 years of experience in a customer service or support role
• Excellent verbal and written English communication skills
• Strong problem-solving skills and ability to adapt to different types of customers
• Comfortable with multitasking across multiple software platforms
• Willingness to work weekends

Benefits

• Work in a dynamic, fast-paced environment
• Be part of a growing team with a mission-driven culture