Job Title: Customer Service Representative (CSR) Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for evenings/weekends depending on client support needs. About the Role: Our client is seeking a Customer Service Representative (CSR) to manage inbound customer inquiries, resolve issues, and deliver a positive service experience across phone, email, and chat channels. This role requires empathy, professionalism, and the ability to handle high ticket volumes while maintaining service level agreements (SLAs). CSRs are the frontline voice of the company, ensuring every customer feels heard, supported, and satisfied. Responsibilities: Customer Interaction & Resolution: - Handle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout. - Respond to inquiries across channels (phone, email, live chat, social media). - Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams. Knowledge Management: - Update internal knowledge bases and FAQs with common solutions. - Create and maintain response macros and templates to improve efficiency. Ticket Management: - Prioritize cases by urgency and SLA requirements. - Document all interactions in the ticketing system with complete notes. - Track and monitor open tickets to ensure closure within SLA. Customer Satisfaction & Feedback: - Maintain professional, empathetic communication in all interactions. - Capture customer sentiment (CSAT, NPS surveys) and log feedback. - Identify recurring issues and flag trends to product/support leadership. Collaboration: - Partner with product, operations, and engineering to resolve complex issues. - Provide customer insights to inform product improvements. Compliance & Quality: - Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant). - Maintain confidentiality when handling sensitive data. What Makes You a Perfect Fit: - Patient, empathetic, and solutions-focused. - Excellent written and verbal communication skills. - Comfortable managing high-volume workloads while maintaining quality. - Resilient under pressure and adaptable across industries. Required Experience & Skills (Minimum): - 1–2 years in customer service, call center, or support roles. - Experience with at least one ticketing platform (Zendesk, Freshdesk, Salesforce Service Cloud). - Strong typing and multitasking skills. - Proficiency with Microsoft Office/Google Workspace. Ideal Experience & Skills: - Multilingual support capability. - Industry experience in SaaS, e-commerce, healthcare, or finance. - Familiarity with KPI-driven support environments. - Exposure to support automation (chatbots, AI-driven help tools). What Does a Typical Day Look Like? A CSR’s day revolves around resolving customer issues quickly and professionally. You will: - Start by reviewing overnight tickets, prioritizing urgent cases. - Respond to customer inquiries across phone, email, and chat, aiming for first-touch resolution. - Update knowledge bases as new recurring issues are identified. - Collaborate with technical or Tier 2 teams to resolve escalated tickets. - Capture customer sentiment and escalate negative experiences for follow-up. - End the day by clearing your queue, ensuring tickets are resolved or handed off with complete documentation. In essence: you ensure every customer interaction ends with clarity, professionalism, and resolution. Key Metrics for Success (KPIs): - First Contact Resolution (FCR) rate. - Average Handle Time (AHT) within SLA targets. - CSAT/NPS scores (target ≥ 90%+ satisfaction). - Ticket backlog minimized and resolved within SLA. - Positive feedback from supervisors and customers. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., handle 3 simulated tickets via email/chat) - Client Interview with Support/Operations Leadership - Offer & Background Verification

• Provide technical support to our customers • Maintain high customer satisfaction while managing operational expectations • Become a product expert and maintain a deep understanding of product functionality • Evaluate and analyze issues & their impact to resolve or escalate tickets as needed • Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies. Identify trends in support requests to help create long-term solutions.

Our story At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.” Our Values: Champion People – be empathetic and help create a place where everyone belongs. Grow with purpose – Be inspired by our higher calling of improving lives. Be Alight – act with integrity, be real and empower others. It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com. About the Role The Client Manager I (CM I) oversees Customer Care call center operations for assigned clients. This role ensures exceptional service, operational excellence, and strong client relationships. The CM I is the primary client liaison, resolving escalations, improving customer experience, and partnering with the Customer Care Team Manager. Responsibilities - Serving as the primary contact for assigned clients, domains, and internal leadership. - Acting as an escalation point for client issues and ensure timely resolution. - Delivering on contractual and internal performance standards, including key Customer Care metrics. - Managing the Customer Care delivery model, identifying out-of-scope services, and supporting change request processes. - Assisting with new client implementations and change orders. - Partnering with internal teams to provide accurate reporting and insights. - Using data to identify trends, drive outcomes, and support client decision making. - Developing and execute plans to improve customer satisfaction and service quality. - Coaching and mentoring team members, contributing to a culture of excellence. - Sharing client knowledge and supporting knowledge management strategy. - Collaborating with technology teams on system changes and prioritizations. - Applying financial acumen to support client and operational decisions. Requirements - Have a minimum of 5 years of call center experience - Have knowledge of multiple service domains (e.g., CS, DC, DB, HW, HR, Payroll). - Be familiar with Customer Service best practices. - Have a deep understanding of client requirements, systems, and process flows. - Know Customer Care delivery models and regulatory/legislative considerations. - Understand plan management, operations, and domain functions. - Have knowledge of company policies and manager tools. - Have people management experience Alight requires all virtual interviews to be conducted on video. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row. Benefits We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options. By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Our commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight. Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Salary Pay Range Minimum : 50,000.00 USDMaximum : 75,000.00 USD Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.

Remote Customer Support Specialist (Dog Training / Pet Services) 💼 Full-Time | Remote 💰 Pay: $15–$17/hour 🕒 Schedule: 40h weekly within 7 AM – 11 PM CST 📍 Location: Remote (Eligible States: TX, FL, NC, GA, KY, AL, MS, LA, and TN) Start Date: May 18th 2026 About the Role Dog Academy is seeking a Customer Support Specialist to assist clients and trainers in our remote call center support team. This role combines customer service, communication, and a passion for animals. What You’ll Do •Assist clients via phone, chat, and video •Support trainers and clients with program questions •Maintain strong customer relationships •Resolve issues efficiently and professionally Minimum Requirements •Customer support or call center experience preferred •Strong communication and interpersonal skills •Basic knowledge of dog training (preferred) •Comfortable using multiple systems Why Join Us •Work from home full-time •Make a real impact helping dogs and owners •Collaborative and supportive team environment Hiring Process Applicants must complete an assessment through Test Gorilla prior to interviews. Equal Opportunity Employer We are an equal opportunity employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.