Customer Service Representative (Work From Home)

Persona is where the world's best companies and the world's best talent meet.

We place exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth. Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. Project management, operations, finance, design, marketing, customer success, and more. One person, one dedicated client, built to last.

The bar is the highest in the industry. More than 200,000 people apply every month, and fewer than 1 in 2,000 are accepted. If you make it, you join a network of people who have cleared a standard most companies couldn't recruit for on their own, and you get the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but the systems that connect talent to opportunity are broken. We're rebuilding them, and we've grown into one of the fastest-growing companies in the global talent industry doing it.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, we'd like to meet you.

Role Summary

We are looking for Customer Service Representatives to help our clients deliver a great customer experience. This is a generalist front-line role: you will handle chat and email support, monitor product feedback, manage customer databases, and own resolution of routine inquiries. Ideal for early-career candidates who are people-oriented, technology-fluent, and want to build a customer service career.

Key Responsibilities

• Respond to customer inquiries via chat and email with empathy and accuracy
• Monitor product feedback channels and surface themes to product/operations teams
• Maintain accurate customer records in CRM and helpdesk systems
• Coordinate across team members to resolve cross-functional issues
• Engage customers proactively (onboarding nudges, follow-ups, satisfaction checks)
• Provide informed, friendly customer care across the lifecycle
• Identify simple sales/upsell opportunities and route qualified leads to sales
• Resolve complaints with a customer-first mindset; escalate when appropriate
• Build deep knowledge of the client's product/service to give accurate answers
• Track personal CSAT and resolution metrics; aim to improve weekly

Required Qualifications

• Fully fluent in English
• Skilled in modern apps and helpdesk technology
• Strong written communication and a service-first mindset
• Ability to commit long-term and full-time
• Ability to work U.S. business hours (PT, CT, or ET)
• No prior work experience is required, but any customer-facing experience is an advantage

Preferred Qualifications

• Associate's or Bachelor's degree in any field
• Familiarity with Zendesk, Intercom, Freshdesk, or HubSpot Service
• Experience in retail, hospitality, or BPO customer service

Tools & Technologies

• Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom, Google Workspace

Core Competencies

• Track record of success at work or in school
• Solves problems with minimal guidance
• Anticipates customer needs
• Persistent and hard-working
• Curious and resourceful
• Professional and warm in all interactions

What We Offer

• Best salaries in the industry
• Permanent ability to work from anywhere in the world
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• Warm and friendly company culture
• Full benefits

Benefits at Persona

• Health insurance subsidy
• Unlimited paid time off (paid sick and vacation leaves)
• Annual bonuses based on performance
• Monthly tech allowance
• Opportunity to be paid in your currency of choice
• Others depending on seniority

This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.