Role Overview
This role puts you at the front line of customer support for a tire-focused operation, where you will be the trusted voice and digital touchpoint for everyday drivers, professional installers, and wholesale partners. Your main focus is to answer product and order questions quickly and accurately, whether that means confirming tire fitment, explaining specifications, or tracking when a shipment will arrive. You will work in a fast-paced environment that requires moving seamlessly between calls, chats, and emails while keeping reliable records and knowing when to pull in a team lead.
Key Responsibilities
- Respond to inbound phone calls, live chats, and emails, addressing questions about tire features, sizes, performance, pricing, and order status.
- Act as the primary bridge between customers and internal teams, ensuring that each inquiry receives a clear and complete answer without unnecessary transfers.
- Switch between communication channels smoothly while preserving context, so customers never have to repeat themselves more than necessary.
- Log every interaction accurately in internal ticketing or CRM systems, including resolution steps and any follow‑up actions needed.
- Spot issues that require supervisor input and escalate them with relevant notes, order numbers, and history attached.
- Meet individual performance targets around handling time, quality, and customer satisfaction while staying on schedule.
- Work closely with team leads to refine responses, share feedback on recurring questions, and help improve support workflows.
Requirements & Qualifications
- Six to twelve months of prior customer service experience, ideally in an inbound support or call centre setting.
- Strong written and verbal communication skills with an ability to simplify technical tire terminology for everyday drivers while also earning respect from trade professionals.
- An enthusiastic, solution-oriented attitude that treats each customer interaction as a chance to build loyalty rather than just close a ticket.
- Comfort handling multiple active chats or a steady queue of calls while maintaining attention to detail.
- Experience in sales, retention, or upselling is a plus, since supporting customers often naturally leads to guidance on their next tire purchase.
- Spanish language ability is desirable and helps broaden the reach of the support team.
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Contact Information
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