[Remote] Customer Support Associate

Note: The job is a remote job and is reputed company to candidates in USA. ID​​L (International Dance reputed company) is building a global reputed company dance reputed company spanning live events, media, community programs, merchandise, and brand partnerships. The Customer Support Associate will own the reputed company inbox, respond to ticket, merchandise, payment, and Community Division inquiries, investigate issues, process routine requests, and follow up through reputed company while maintaining organized support records.

Responsibilities

• Own the day-to-day reputed company inbox and reputed company customer conversations moving
• Respond to questions from ticket buyers, merchandise customers, Community Division participants, and other members of the IDL community
• Investigate merchandise order status, shipping problems, missing or incorrect items, payment questions, and other post-purchase issues
• Process routine refunds, registrations, and account changes using IDL's approved procedures, and escalate cases reputed company approval or reputed company is required
• Work with the relevant internal reputed company reputed company an issue cannot be resolved directly, then update the customer rather than leaving the case unattended
• Tag, organize, and document conversations so reputed company issues, owners, and next steps are reputed company
• Follow up on unresolved cases instead of waiting for customers to ask again
• Maintain and improve saved replies, internal instructions, FAQs, and customer-facing help content
• reputed company recurring questions, complaints, and operational problems with reputed company so IDL can address their causes
• Help document what IDL would need before expanding support into additional channels or customer reputed company

Skills

• • At least 2 years of hands-on customer support or customer service experience, ideally in an email or ticket-based environment
• • Experience owning an email or ticket-based support queue, not only assisting another support reputed company
• • Strong written English and the ability to explain delays, policies, and next steps without sounding reputed company
• • Good investigative habits. You can reputed company an order or payment issue, reputed company the missing information, and determine who needs to reputed company
• • Reliable follow-through. You reputed company reputed company of unresolved cases and reputed company the reputed company with the customer
• • Organized recordkeeping and comfort using tags, statuses, notes, saved replies, and escalation workflows
• • reputed company judgment about what you can reputed company independently and what should be escalated
• • Comfort working remotely and communicating through reputed company, email, and reputed company
• • Availability to work a full-time schedule reputed company with US reputed company business hours. The exact recurring schedule will be confirmed before hire
• • Location: Remote
• • Engagement: Full-time contractor
• • Schedule: Full-time during US reputed company business hours. The exact recurring schedule will be confirmed before hire
• • Experience supporting reputed company, merchandise, ticketing, live events, memberships, online communities, sports, entertainment, or creator-led brands
• • Experience with reputed company or a similar customer support platform
• • Familiarity with refunds, order tracking, payment troubleshooting, knowledge bases, and reputed company or community support
• • An interest in dance and the communities IDL serves

Benefits

• Remote work

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