Customer Service Representative

Description

Summary: Join a fast-growing team as a Customer Support Representative, providing frontline support, resolving issues, and ensuring exceptional client experiences for insurance agents. Highlights: 1. Frontline support for insurance agents 2. Focus on customer experience and problem-solving 3. Opportunity to contribute to help articles Customer Support Representative Little Giant Marketing Little Giant Marketing is a fast\-growing CRM and automation company built specifically for insurance agencies. We combine powerful technology inside GoHighLevel, a full phone system, AI tools, and proven sales workflows to help insurance agents generate more quotes, follow up with leads automatically, and grow their agencies with less effort. We're known for our hands\-on support, advanced automation setups, and the ability to get new clients fully launched and working their leads quickly. Working at Little Giant means joining a Colombian team that moves fast, values great people, and gives you clear processes to succeed and grow. Little Giant Marketing is expanding fast, and we're looking for a Customer Support Representative who loves helping people, solving problems, and ensuring our clients have the best possible experience using our platform. In this role, you will be the frontline support for our insurance agents, handling fast response tickets, live chats, and phone calls. You'll work closely with our Head of Customer Support to ensure every client feels heard, updating CRM notes accurately, and escalating complex technical issues when necessary. *If you have a high level of empathy, possess a "thick skin" to stay calm under pressure, enjoy talking to people, and believe in our "See it, own it, solve it, do it" attitude — you'll love this role and thrive at Little Giant.* **⭐ Responsibilities** * Respond to tickets, chat, and support meeting calls. * Resolve tier\-1 issues and escalate advanced technical items to Advanced Support. * Update CRM notes and customer support logs accurately * Contribute to help articles and quick responses to improve our support library * Maintain a friendly, patient, and professional tone in all client interactions * Meet SLA (Service Level Agreement) expectations for fast resolutions * Deliver exceptional and proactive customer support, ensuring "Customer Experience" remains our highest priority **⭐ Requirements** * **Customer support experience (required)** * **Excellent verbal and written English communication skills for phone and chat support** * High empathy and agreeableness — you genuinely care about helping frustrated clients * Calm under pressure — you don't take client frustration personally and can de\-escalate situations * Tech\-savvy and comfortable learning new tools quickly (GoHighLevel experience is a plus) * Strong conscientiousness to reliably update CRM notes and follow internal SOPs * Experience using ticketing systems like Freshdesk (preferred) **⭐ Compensation \& Growth** * **Starts at $5/hr USD** * **Quarterly raises during the first 6 months** * Performance\-based renegotiation after 6 months * Clear path to grow into: Higher pay \+ performance incentives Job Type: Full\-time Application Question(s): * How would you rate your English Skills (reading, writing, speaking, and understanding instructions) on a scale of 1 \- 5 (5 being the highest)? * Do you have hands\-on experience providing phone or chat support using a system like Freshdesk? * How would you handle a situation where a customer is very frustrated because a technical issue is preventing them from contacting their leads? Work Location: Remote