Customer Experience Associate (Night Shift)
Customer Experience Associate (Night Shift)
- 85 Vacancy
- 442 Views
Experience
No Experience
Employee type
Full TimeOffer Salary
$19.00 - $23.00 /hourly
For Freelance
No
Job Description
We're looking for a reliable, detail-oriented Customer Experience Associate to join our night team. In this role, you'll be the voice of the company after hours — helping customers via chat, email, and phone with questions, technical issues, or account problems. Your focus will be on keeping our users happy, solving problems quickly, and making sure every customer leaves the conversation.
Pay: $19/hour
Schedule: 10:00 PM – 6:00 AM (Overnight Shift)
Employment Type: Full-time
What You'll Do:
- Respond to customer inquiries via chat, email, and phone in a professional and friendly manner.
- Troubleshoot customer issues with empathy and patience.
- Escalate complex issues to the appropriate department or supervisor.
- Document customer interactions and update records.
- Monitor system alerts and report technical issues to the engineering team.
- Provide feedback on customer pain points to improve our product and services.
Qualifications:
- High school diploma or equivalent (some college preferred).
- Previous customer service experience (1+ year preferred).
- Strong written and verbal communication skills.
- Comfortable working independently overnight.
- Fast typing skills and familiarity with CRM or ticketing systems (Zendesk, Freshdesk, etc.).
- Ability to stay calm under pressure and de-escalate tense situations.
Benefits:
- $19/hour starting pay
- Night shift differential included
- Health, dental, and vision insurance
- Paid training
- Remote work option
- Paid time off
- Career growth opportunities
Example Shift Breakdown (10:00 PM – 6:00 AM):
| Time | Task | Description |
|---|---|---|
| 10:00 PM – 10:15 PM | Log in & Prep | Clock in, check for handover notes from day shift, open ticketing/chat software. |
| 10:15 PM – 11:30 PM | Handle Customer Tickets | Respond to 10–15 emails and live chat requests. Common topics: order issues, password resets, account questions. |
| 11:30 PM – 12:00 AM | Follow-Ups & Callbacks | Call customers who requested help or follow up on unresolved cases. |
| 12:00 AM – 12:15 AM | Break | 15-minute paid break. Stretch, grab a snack. |
| 12:15 AM – 1:30 AM | Monitor System Alerts | Keep an eye on system dashboards and respond to flagged issues. Notify tech team if needed. |
| 1:30 AM – 2:45 AM | Chat Queue | Manage high-volume chat sessions, assist 3–5 users simultaneously. |
| 2:45 AM – 3:00 AM | Break | Quick refresh, hydrate. |
| 3:00 AM – 4:00 AM | Knowledge Base Updates | Review FAQ articles and suggest edits based on recent customer issues. |
| 4:00 AM – 5:15 AM | Phone Support | Answer incoming calls and help customers in real-time. Document each call. |
| 5:15 AM – 5:45 AM | Wrap-Up | Close out tickets, write notes, prep shift report. |
| 5:45 AM – 6:00 AM | Handover & Log Off | Send update to incoming shift, clock out. |
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821 application(s)
Published:
1 year ago
Job Overview
-
Experience
No Experience
-
Location
USA
-
Offered Salary
$19.00 - $23.00 /hourly
-
Industry
Human Resource -
Date Posted
1 month ago
