Customer Service Representative

COMPANY OVERVIEW

We’re Fido — a U.S.-based operations company that helps property managers, vacation rental operators, and communities keep their properties running smoothly through reliable bin-to-curb service and on-demand junk removal.

This role supports day-to-day customer communications and issue handling across multiple channels, working closely with our operations team to ensure problems are resolved—not just acknowledged.

This is a remote role requiring work during U.S. Central Standard Time (CST) hours.

POSITION SUMMARY

We're looking for a reliable and independent Customer Service Representative to be the voice of Fido for our U.S.-based customers. In this role, you'll manage customer inquiries across multiple channels—email, phone, Slack, and text—ensuring every issue is handled with care and followed through to resolution. You'll be the bridge between our customers and operations team, using strong judgment to determine what you can resolve immediately and what needs further investigation. This position is perfect for someone who thrives on consistency, takes ownership of their work, and values clear communication and thorough follow-through in everything they do.

RESPONSIBILITIES

Customer Communication

• Respond to customer inquiries via email, Slack, phone, and text

• Communicate clearly, professionally, and confidently with U.S.-based customers

• Provide accurate updates and set realistic expectations

Ticket & Issue Management

• Create support tickets accurately and consistently

• Identify when issues require investigation vs. immediate resolution

• Follow up with internal operations teams to ensure timely completion

• Close the loop with customers once issues are resolved

Problem Solving & Judgment

• Independently handle routine customer requests

• Investigate service issues when needed

• De-escalate customer concerns calmly and professionally

• Apply approved service adjustments when appropriate (within guidelines)

Quality & Follow-Through

• Ensure no customer issue is dropped or forgotten

• Provide complete, thoughtful responses (not copy-paste templates)

• Maintain clear internal notes and communication context for Ops

QUALIFICATIONS

Must-Have

• Excellent written and spoken English

• Prior customer support experience (remote preferred)

• Comfort handling phone calls with U.S. customers

• Strong judgment and ability to work independently

• Reliable internet, headset, and quiet work environment

COMPENSATION & BENEFITS

Annual Salary

Hourly, $4 - $6.5

Schedule

M-F, 12 pm - 9 pm