Customer Experience Agent (Talent Pooling)

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.

What You'll Do

As a Customer Experience Agent, you will be expected to:

• Handle customer inquiries through various channels, including calls, emails, and chats.
• Provide product information, process orders, track shipments, and manage returns and exchanges.
• Investigate, diagnose, and resolve technical, product, or process issues by helping customers identify root causes and providing solutions.
• Stay updated on product offerings and company policies to ensure accurate and efficient support.

• Meet performance metrics in a fast-paced, remote work environment.

Who You Are

Were looking for candidates who meet the following criteria:

• At least 2 years of experience in a customer-facing role (email, chat, and phone support).

• Background in e-commerce or technical accounts (experience in skincare, supplements, or tech-related accounts is a strong plus).
• Familiarity with platforms such as Gorgias, Zendesk, Kustomer, Recharge, Shopify, and Confluence is advantageous.
• Excellent English communication skillsboth spoken and writtenwith clarity, precision, and strong grammar.
• Comfortable using natural American English, including common slang, in customer interactions.
• Friendly, empathetic, upbeat, and solution-oriented with strong problem-solving skills.
• Quick thinker who is proactive, resourceful, and adaptable in various situations.

Technical Requirements

• High-speed internet (minimum 20 Mbps or fiber connection)

• Noise-canceling headset

• Fast computer

• Power and internet backup required

Rates and Expectations

• Work Setup: Remote

• Full-Time Role

• Rate: $4.50 per hour

• Omni Channel Support  (Phones, Emails, and Chats) 
• Timezone: Eastern or Pacific

Disclaimer: Candidate Pooling Notice

This position is currently open for candidate pooling. We recruit in advance so we can hire on demand as new accounts and opportunities arise. While this role is for pooling purposes, we also have active accounts currently being staffed, and joining our talent network ensures youre considered for both immediate and upcoming opportunities.

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.