Customer Support Agent

Location: Remote (Serbia / Eastern Europe)
Department: Customer Support
Employment Type: Contract (Full-time; part-time may be considered for strong candidates)

About Equity Brands

Equity Brands is a consumer goods company focused on convenience and innovation in everyday life. We develop, market, and manage a portfolio of well-known brands across wholesale, dropship, and direct-to-consumer channels. Our customers rely on us for responsive, accurate, and professional support, especially for household appliance products.

Role Overview

We are hiring Customer Support Agents to provide high-quality support for household appliance customers across email, phone, and chat. In this role, you will help customers troubleshoot issues, understand product and warranty information, and resolve cases accurately while following company policies and SOPs.

This is a remote contract role requiring strong written and verbal English communication and availability during U.S. Eastern Time business hours (New York). Phone volume is a meaningful part of the role and can be heavy during peak seasonal periods.

Key Responsibilities

• Provide polite, professional, and empathetic customer support via email, phone, and chat.
• Listen carefully to customer concerns, ask clarifying questions, and identify the core issue.
• Deliver accurate product, service, and policy information.
• Troubleshoot common appliance issues using approved guidance and internal resources.
• Apply warranty and policy rules correctly, including escalation procedures and exceptions.
• Document all case actions clearly and accurately in internal systems.
• Follow SOPs for ticket categorization, follow-up, escalation, and case closure.
• Coordinate service appointments, parts shipments, or exchanges when required and approved.
• Verify customer details, model/serial numbers, proof of purchase, and other required information.
• Escalate safety concerns, repeat failures, or complex customer situations to the appropriate team.
• Meet team performance and quality standards, including response time, CSAT, documentation accuracy, and productivity metrics.
• Participate in training, calibration sessions, and team meetings to improve service quality.
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Required Qualifications

• Professional fluency in English (written and spoken).
• Experience in customer support, customer service, call center, or a similar customer-facing role.
• Strong written communication skills with excellent attention to detail.
• Ability to remain calm, professional, and solution-oriented in challenging customer interactions.
• Experience following SOPs and documenting work accurately in a ticketing or CRM system.
• Comfortable learning technical product information and troubleshooting steps.
• Availability to work Monday-Friday, 9:00 AM-5:00 PM Eastern Time (New York).

Preferred Qualifications (Nice to Have)

• Experience supporting household appliances, electronics, or consumer products.
• Experience with Zendesk or similar help desk/ticketing platforms.
• Experience handling warranty claims, returns, replacements, or service coordination.
• Additional language skills (especially Spanish) are a plus.

What Success Looks Like

• Customers receive clear, accurate, and respectful support.
• Cases are documented thoroughly and handled in line with SOPs.
• Escalations are timely and appropriate.
• Productivity and quality goals are met consistently.
• Team collaboration and communication remain strong.

Work Schedule

• Remote position.
• Monday-Friday, 9:00 AM-5:00 PM Eastern Time (New York).
• Full-time preferred; part-time may be considered for strong candidates.

Compensation

• Competitive compensation based on experience and qualifications.

How to Apply

Please submit:

• Your CV/resume in English (English CV required)
• A short note summarizing your customer support experience
• Your English proficiency level
• Your availability (including time zone and confirmation of overlap with the schedule above)
• Any experience with Zendesk or appliance/product support (if applicable)