Customer Care Associate (Tier 1 Support) - Remote

Overview

Velocity Global offers the most unified, tech-enabled, and customer service-driven global workforce management, ensuring smooth, reliable operations across countries, roles, and workforce types so businesses can navigate complexity with confidence, deliver strong results, and stay ahead. We help you expand your business into new markets without the complexity of setting up entities. We hire, pay, and manage your workforce across 185+ countries with our AI-powered global Workforce Technology platform.

In Short

• Be the first point of contact for client inquiries, ensuring tier 1 support and issue resolution.
• Manage internal and external communication through the case management platform, collaborating with team members for efficient workflow.
• Resolve client issues, escalating to specialist teams as needed.
• Deliver high-quality service aligned with Service Level Agreements (SLAs).
• Update client tickets within the case management platform, ensuring prompt escalation when needed.
• Research client questions and scenarios, presenting clear solutions to both clients and company partners.
• Provide guidance on payroll, expenses, and HR-related queries.
• Analyze data from multiple sources to deliver concise insights to clients and teams.
• Collaborate across service lines to provide quick issue resolution.
• Enhance client satisfaction by reviewing past interactions, making recommendations, and implementing solutions to improve service.
• Update Velocity Global's internal knowledge management tools.
• Maintain expertise in international employment and payroll.
• Demonstrate flexibility to work rotational shifts, including early mornings, late evenings, and public holidays.

Requirements

• Bachelor's degree or equivalent certification.
• Minimum 1 year of experience in a customer service role or similar, providing transactional and service-based client support.
• Experience working across different time zones, ideally in a 24/5 support setup.
• Familiarity with ticket management systems and case-tracking tools.
• Proficiency in English (verbal and written).
• Tech-savvy, with experience using Microsoft Office, Google Suite, and other digital tools.
• Strong research, organizational, and problem-solving skills.
• A consultative, client-focused approach to communication.
• Experience with creating positive client experiences.
• Interest in international business and employment.

Benefits

• Flexible Time Off + Parental Leave
• Health and Dental Insurance (where applicable)
• Retirement Savings + Employee Incentive Plan
• WFH Stipend
• Company Bonus + Spot Bonuses