• Above all else, provide a best-in-class customer service experience over the phone by responding to client requests, anticipating unstated needs, and educating them on our programs • Through demonstrated effective listening, analyze client problems and provide information and solutions in a timely and efficient manner • Employs strong interpersonal skills to handle difficult calls courteously and professionally • Thoroughly documents request outcomes for accurate tracking and analysis • Work efficiently and effectively to independently resolve client requests, both as a team and independently • Develops and maintains positive client relations and coordinates with other departments within the company to ensure client requests and questions are handled appropriately and in a timely manner • Operates a desktop computer to obtain and extract information; documents information, activities and changes in the CRM database (Client Relationship Management System) for client accounts • Utilizes appropriate resource materials to effectively and accurately interpret, respond and resolve client inquiries and problems • Handle a high volume of clients in a work from home call center environment

• Above all else, provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment • Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship • Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions • Develop and maintain positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner • Work independently and with a team to drive retention of clients through bolstering product knowledge and providing best-in-class service at all times • Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts. Apply various troubleshooting techniques to resolve complicated technical or configuration issues • Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions. • Meet and exceed client centric performance expectations focused around quality of service and efficiency • Engage with feedback to leader and team to collaborate and streamline workflows

• Handle inbound and outbound calls, ensuring timely, professional responses. • Manage notifications, letters, timelines, and reports for client cases. • Follow up with clients, including those in “no cooperation” status, to confirm details and move cases forward. • Schedule and confirm appointments. • Use CRM and communication tools (Camplegal, Monday, Slack, Google Workspace) to track and manage interactions. • Uphold high service standards by meeting KPIs for calls, follow-ups, and reporting.

Role Description As a Customer Service Agent, you will be the front line of communication between brands and their customers across multiple digital platforms. A key part of this role is handling high volumes of customer comments & reviews, including negative and critical feedback. You should be comfortable navigating sensitive situations, responding with empathy, and protecting the brand’s voice and reputation. This role requires someone who is proactive, resourceful, and confident working independently. You will be expected to seek out information, use available materials, and ask the right questions when needed to ensure accurate and thoughtful responses. Here’s What You Will Do: - Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products. - Respond to potential customers via public responses, chat, email, direct messages, and app store review sections. - Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team. - Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies. - Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner. - Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines. - Maintain regular communication with your manager to address questions, resolve issues, and provide updates. - Address public and private customer care issues across social. - Contribute to consistent quality across shifts (tone, accuracy, decision-making). Qualifications - A High School Diploma or equivalent. - A personal PC/laptop with a working webcam. - A good working home environment with a stable internet connection. - 2+ years of experience in social care, community management, CX support, or digital customer service. - Fluent in English both written and oral. - Strong verbal communication & writing skills (friendly, clear, and socially native). - General knowledge and interest in various social media platforms. - Experience as a content moderator / engaging in all social media platforms is a plus! - The ability to work an 8-hour shift, on a rotating schedule. - Calm under pressure and confident in high-visibility comment sections. - Organized, accountable, and consistent. Requirements - Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools). - Experience working within a CRM, or social tools such as Sprout, Sprinklr etc. - Experience supporting subscription-based or SaaS products. Benefits - 100% Remote position. - Continuous learning experience & career growth opportunities. - Offers competitive compensation based on location market rates. - A great opportunity to work with some of the world’s coolest and most innovative brands. - A welcoming environment where even your feedback and suggestions are all being taken into consideration. - Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds.