Customer Support Representative

About MIRA Safety:
MIRA Safety is committed to safeguarding lives with cutting-edge protective gear, from military-grade gas masks to advanced safety solutions for civilians, first responders, and tactical professionals. Our mission is to empower individuals and organizations with reliable, top-tier safety equipment, ensuring they are prepared for the unexpected.
As we continue to grow and expand our reach, we’re seeking passionate, creative, and driven individuals to join our team. If you’re excited about building a globally recognized brand that stands for trust, resilience, and safety, this is your chance to make a lasting impact.

Job Overview:
We’re looking for a high-performing remote Customer Support Representative with BPO industry experience and a proven track record of supporting U.S.-based customers. This role combines frontline customer service, order management, and administrative support—and is ideal for candidates who are tech-savvy, detail-oriented, and thrive in a remote environment.
This is a contract full-time, remote role. Candidates must be available to work U.S. Central Time business hours, Monday through Friday, from 9:00 AM to 6:00 PM. Please note that the schedule may be subject to change based on business needs.

???? Your Core Responsibilities:
- Respond to customer inquiries through email, live chat, and support tickets.
- Provide exceptional customer support via live chat, with a strong focus on resolving inquiries efficiently through real-time chat interactions.
- Edit and process customer orders to ensure accuracy and satisfaction.
- Assist the administrative team with day-to-day virtual tasks (e.g., order updates, tracking, CRM support).
- Follow communication protocols while engaging customers with clarity and empathy.
- Troubleshoot product and support cases, escalating when necessary.
- Take full ownership of customer issues—from first contact to final resolution.
- Deliver an exceptional customer experience, ensuring every interaction reflects our brand standards.
- Communicate with internal sales and fulfillment teams about customer/order issues or escalations.
- Build and maintain strong customer relationships aligned with company values.
- Stay up to date on product lines and continuously expand your knowledge base.
- Represent the company with professionalism, confidence, and reliability.

? Required Qualifications
- Minimum 2 years of experience in a customer support role within a BPO or remote environment.
- Proven success supporting U.S.-based customers via phone, chat, and email.
- Familiarity with customer service platforms such as Gorgias, Richpanel, Salesforce, or similar.
- Strong English communication skills (verbal and written), with a neutral accent and ability to convey empathy and clarity.
- Experience in technical troubleshooting and providing order/product support.
- Excellent problem-solving, time management, and multitasking skills.
- Ability to work independently and meet deadlines in a remote setting.
- Proficiency in tools such as Google Workspace, and general CRM software.

???? Preferred Skills & Nice to Haves
- Prior experience with tactical gear, survival equipment, or similar technical product lines.
- Background in sales support or team leadership.
- Familiarity with KPIs such as CSAT, first-contact resolution, AHT, and ticket backlog management.
- Flexible availability and willingness to adjust schedules for peak periods or special campaigns.

???? Schedule & Time Zone
This is a remote role with working hours aligned to U.S. business hours (CST). Candidates must be able to maintain punctual, full-time attendance in line with team schedules.

???? Why Join Us?
- 100% remote work environment
- Opportunity to work with a fast-growing, mission-driven company
- Collaborative team culture with room for growth
- Chance to contribute to a company serving a passionate customer base