High-impact Strategic Customer Service & HR Assistant (Full Time)
High-impact Strategic Customer Service & HR Assistant (Full Time, no other clients during work hours)
Company Overview
• We are a dynamic and growing company dedicated to delivering exceptional service to our clients while fostering a positive, collaborative work environment.
• Our mission is to create seamless and human-centered experiences—both for our customers and our employees. We believe in empathy, transparency, and excellence in everything we do.
• Operating in a fast-paced industry with a customer-first mindset, we offer growth opportunities, cross-functional collaboration, and an inclusive workplace where your voice matters.
Role Overview
This is a dual-function, full-time hybrid role designed for a highly organized, proactive individual who thrives in both customer-facing and administrative capacities. As a Customer Service & HR Assistant, you’ll play a vital role in supporting both departments based on demand. When customer service volumes are low, you'll assist HR with recruitment, onboarding, and other people operations tasks—and when volume picks up, you'll pivot back to supporting our customers. This role combines execution, flexibility, and operational support to help our business run smoothly.
Key Responsibilities
• Deliver high-quality customer support across email, chat, and phone channels, resolving inquiries with professionalism and empathy.
• Assist in HR administrative tasks such as scheduling interviews, onboarding new hires, and maintaining employee records.
• Collaborate cross-functionally with team leads to understand daily priorities and shift focus between departments as needed.
• Maintain knowledge bases and SOPs, ensuring documentation is up-to-date for both CS and HR processes.
• Support HR projects, including engagement surveys, internal events, and compliance reporting.
• Track and escalate customer feedback to appropriate departments for resolution and continuous improvement.
• Use CRM and HR software tools to log interactions, maintain records, and run basic reports.
• Provide internal support to employees, such as responding to questions about policies, benefits, or payroll processes.
Key Performance Indicators (KPIs)
• 90%+ Customer Satisfaction Score (CSAT) within the first 3 months
• Completion of onboarding workflows within 24 hours of request
• Response time under 1 hour for high-priority support tickets
• Zero compliance errors in HR data entry and recordkeeping
• Proactive cross-departmental support with no more than 2 missed task handovers per quarter
Success Benchmarks (30-60-90 Days)
First 30 Days
• Complete onboarding, systems training, and familiarize with both CS and HR workflows
• Shadow team members and begin assisting with basic customer queries and admin tasks
First 60 Days
• Confidently manage Tier 1 support tickets independently
• Begin taking ownership of recurring HR tasks like interview scheduling and document management
First 90 Days
• Own the customer support queue or HR tasks autonomously, depending on demand
• Demonstrate reliability and adaptability in switching between departments seamlessly
Required Skills & Qualifications
Must-Have Skills:
• Strong written and verbal communication with a customer-first attitude
• Proficiency in customer service platforms (e.g., Zendesk, Freshdesk) and HRIS systems
• Exceptional multitasking and prioritization abilities
• Detail-oriented with excellent documentation and recordkeeping skills
• Able to handle confidential information with discretion
Nice-to-Have Skills:
• Experience with HR tasks such as onboarding, benefits administration, or compliance
• Background in remote or hybrid work environments
• Bilingual or multilingual proficiency
Experience & Education:
• 2+ years in a customer service, HR, or administrative support role
• Associate’s or Bachelor’s degree in Business, HR, Communications, or related field preferred
• Understanding of employment law or HR practices is a bonus
Who Should Apply?
✅ Apply if you:
• Enjoy helping people and solving problems
• Are flexible and thrive in dynamic, fast-moving environments
• Have a passion for customer service and interest in growing your HR skills
• Willing to work between 1:00 PM to 9:00 PM PST.
🚫 Do not apply if you:
• Prefer a fixed, single-function role with repetitive tasks
• Are uncomfortable adapting to different tools, teams, or shifting priorities
Why Join Us?
• Growth & Career Development: A unique opportunity to develop cross-functional skills and grow into either HR or CS leadership tracks
• Work Culture & Environment: Supportive, inclusive, and team-oriented environment with mentorship and regular feedback
• Compensation & Benefits: Competitive salary, performance-based bonuses, and clear career progression pathways
• Unique Perks: Remote flexibility, wellness programs, learning stipends, and quarterly team events
Compensation & Benefits
• Salary Range: $800-$1000 USD Monthly, depending on experience
• Bonus Structure: Quarterly performance bonuses
• Work Arrangement: Full Remote
• Health & Wellness Benefits: Health benefits after one year of service
• Additional Perks: Holiday time off, flexible PTO
Application Process
• Step 1: Submit your resume and a brief cover letter
• Step 2: Complete our online task-based assessment
• Step 3: Interview with department manager.