Customer Support Representative (Remote) at Virtual Nation

Customer Service
August 27, 2026
Full Time Remote
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Job Description

Virtual Nation is seeking a dedicated and diligent Customer Support Representative to serve as a first point of contact for customer enquiries across multiple brands. The successful candidate will handle customer conversations professionally, resolve issues efficiently, maintain accurate records, and ensure enquiries are correctly identified and routed to the appropriate brand or project.

Location: Remote
Job Type: Full-time

Key Responsibilities
  • Respond promptly and professionally to customer enquiries through phone, email, live chat, and social media.
  • Accurately categorise tickets by brand, project, and issue type.
  • Clarify confusing or ambiguous enquiries, including requests involving multiple brands or products.
  • Investigate customer complaints, identify root causes, and provide effective solutions.
  • Escalate complex or unresolved issues to the appropriate internal team with clear and relevant notes.
  • Maintain accurate records of customer interactions in the CRM or helpdesk system.
  • Follow up with customers to confirm that issues have been fully resolved.
  • Provide accurate information about products, services, policies, and procedures.
  • Stay informed about the different brands and products supported by Virtual Nation.
  • Identify recurring customer issues and provide useful feedback to the relevant teams.
  • Meet or exceed targets for response time, resolution rate, ticket accuracy, and customer satisfaction.
Performance Metrics & KPIs
  • Average response time
  • Ticket resolution rate
  • Ticket categorisation accuracy
  • Customer satisfaction score
  • Escalation accuracy

Requirements & Qualifications

Must-Have:

  • At least 3 years of experience in customer service, customer support, or a related client-facing role.
  • Excellent written and verbal communication skills.
  • Strong ability to accurately categorise and prioritise customer enquiries.
  • Ability to clarify and resolve confusing or ambiguous requests.
  • Strong problem-solving and conflict-resolution skills.
  • Ability to multitask and manage multiple customer conversations simultaneously.
  • Calm, patient, and professional approach when handling challenging situations.
  • Familiarity with CRM, helpdesk, or ticketing systems.

Nice-to-Have:

  • Experience supporting multiple brands, products, or projects simultaneously.
  • Experience using helpdesk platforms such as Zoho, Freshdesk, Zendesk, HubSpot, Intercom, or similar tools.
  • Background in technology, SaaS, or digital product support.
Compensation & Benefits
  • Competitive salary.
  • Remote work culture.
  • Flexible and friendly working environment.
  • Performance-based bonuses.
  • Opportunity to progress into a management role.
  • Training and professional development opportunities.
What Success Looks Like

Within 90 Days: The successful candidate should be confidently handling enquiries across multiple brands, accurately categorising tickets, and resolving most customer issues without escalation.

Within 1 Year: The successful candidate should be a trusted first point of contact for customers, capable of turning complex, multi-brand enquiries into clear and timely resolutions while contributing feedback that improves internal processes.

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