Phone Customer Service Agent

Job Description

We’re hiring a Phone Customer Support Team Agent to join our support team and be the front line of support for our coaching clients. This role is focused on phoning up clients who submit inbound support requests, resolving client issues quickly, and ensuring every client feels supported, heard, and confident in our program.

You’ll work closely with our Client Success Managers (CSMs), onboarding team, and operations team to handle questions around scheduling, program access, account issues, payment concerns etc. Your goal is to reduce friction, protect client satisfaction, protect company reputation and free up our coaches to focus on delivery.

This is a fast-paced role in a scaling company. You’ll be following clear SOPs, logging interactions accurately, and escalating issues when needed, not “winging it.”

Key responsibilities:

• Initiate outbound phone support calls in response to specific customer tickets
• Resolve common issues (access, scheduling, billing questions, platform navigation)
• Calm and reassure frustrated or confused clients
• Accurately log calls and outcomes in our systems
• Escalate complex issues to the appropriate internal team
• Maintain a professional, warm, and confident phone presence at all times

Requirements

• Clear, confident English-speaking voice (neutral accent preferred)
• Strong phone communication and active listening skills
• Ability to stay calm under pressure and de-escalate situations
• Seasoned experience in customer support, phone-based roles, or client-facing work
• Highly organised and detail-oriented
• Comfortable following scripts, SOPs, and systems
• Tech-savvy (comfortable with CRMs, Google Sheets, Skool, and call software)
• Reliable internet connection and quiet working environment
• Self-starter mindset, you don’t need hand-holding

Nice to have (not required):

• Experience in coaching, education, or high-ticket services
• Familiarity with client success or fulfilment teams
• Support Team experience in the financial sector (discussing payments, financing, loans etc.)

Benefits

• Fully remote role
• Stable, long-term position in a growing company
• Clear systems, training, and expectations
• Opportunity to grow into senior support or operations roles
• Work with a professional, high-performing team
• Direct impact on client experience and retention

If you’re dependable, calm on the phone, and take pride in helping people, this role is for you.