Customer Care Agent

About the role

The Customer Care Agent at GoHiya will take ownership of customer resolution within inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. This role focuses on customer care case handling within contact center operations, ensuring owners, evidence, and next actions are visible.

Skills

• Use Contact Center Operations and Complaint Handling confidently when carrying out customer care case handling.
• Apply Documentation without losing track of exceptions, owners, or deadlines tied to customer care case handling.
• Document Customer Service decisions clearly enough that another teammate can follow the reasoning behind case handling.
• Use sound judgment around Issue Resolution, especially when escalation is required instead of assumption.

Responsibilities

• Coordinate the workflow by helping the team handle assigned customer or client requests.
• Review available case history before responding to ensure informed customer care.
• Maintain workflow by resolving routine issues within approved authority.
• Track and document commitments and next actions for continuity.
• Own the escalation of complex cases with sufficient context for the next owner.

Expected Contribution

Success means customer resolution is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history. This is measured through effective customer care case handling within contact center operations.

Pay

Base salary: $44,000–$66,000 per year.

Schedule

Full-time, 100% remote within the United States.