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Role Description

We’re looking for a fully remote Customer Service Representative who’s passionate about helping people and delivering exceptional support, without feeling rushed or robotic.

This role is perfect for someone who thrives on structure, enjoys problem-solving, and takes pride in making every interaction count. You’ll be the first point of contact for our community, helping families navigate our resources and providing compassionate, effective solutions to their questions and concerns.

Following the set work schedule is essential, as we need reliable coverage during US hours to ensure timely, high-quality support for our global community and seamless team collaboration.

What You’ll Be Doing:

• Provide exceptional email and chat support with timely, accurate, and empathetic responses
• Document customer interactions, track issues, and escalate complex inquiries as needed
• Respond to social media messages and comments professionally, maintaining a positive brand presence
• Attend and present ALN onboarding sessions via Zoom to ensure participants have a smooth, welcoming experience
• Perform tasks like data entry, summit hosting, and email outreach
• Collaborate with internal teams to improve processes, systems, and the overall customer experience
• Communicate clearly during meetings, camera use encouraged to foster connection

Qualifications

• Several years of experience in customer service, particularly in email, phone or video support
• A service-first mindset—you genuinely care about helping others
• Excellent written and spoken English
• Strong problem-solving skills and the ability to think on your feet
• High attention to detail and comfort following established processes
• Confidence working independently and as part of a team in a fully remote environment
• Familiarity with customer service tools (Freshdesk or similar) and social media platforms
• Access to a quiet workspace, reliable internet, and a fast computer with webcam

Requirements

• Core working hours: 8:00am – 5:00pm U.S. Eastern Time (New York), Monday to Friday
• Includes a 1-hour unpaid lunch break
• Occasional weekend coverage may be required (typically 1–2 Saturdays per month, up to 4 hours) and is scheduled in advance, with time off provided during the week
• There is no expectation of late-night, overnight, or on-call work outside agreed hours

Benefits

• $1400-$1700 USD Per month
• Full-time, fully remote position
• Join a high performing, mission-driven team that values collaboration and adaptability
• Earn 1 hour of annual leave for every 16 hours worked, and 1 hour of sick leave for every 80 hours worked
• Ongoing training and career development opportunities

To Apply

Fill in the application and include a 1-3 minute video introducing yourself and explaining why you'd be a great fit.