Customer Support Representative

(BPO Experience + U.S. Client Support Required)
Schedule: Full-time | U.S. Central Time (Mon–Fri, 9 AM–6 PM CST)
Type: Independent Contractor

About MIRA Safety

MIRA Safety is committed to protecting lives with military-grade gas masks and advanced safety equipment for civilians, first responders, law enforcement, and tactical professionals. We’re growing fast—and looking for high-caliber individuals who want to grow with us.


Role Overview

This is more than just a standard customer service role.
We’re looking for someone who thrives in a dynamic startup environment and brings a mindset focused on solutions, structure, and initiative. You’ll serve as the frontline for customer engagement—managing orders, resolving issues, and ensuring an excellent customer experience across all channels.

Beyond day-to-day tasks, we value individuals who:
-Are proactive in identifying inefficiencies and suggesting improvements
-Work with consistency and reliability, while coordinating effectively across teams
-Communicate openly and constructively when proposing ideas for process improvements
-Are dependable and self-motivated in managing their responsibilities and meeting expectations
-Prior experience acting as a team lead or informal point of contact is a strong advantage.


Responsibilities

-Manage customer inquiries through email, chat, and tickets
-Deliver fast, clear, and empathetic responses via live chat
-Handle order edits, returns, and tracking updates
-Troubleshoot product issues and escalate when needed
-Maintain consistent and professional communication with internal teams
-Take full ownership of customer issues from intake to resolution
-Propose improvements to SOPs or workflows when inefficiencies are spotted
-Stay up-to-date on product lines and internal systems


Requirements

-Minimum 3+ years in a BPO or remote CSR role (U.S. customer support experience required)
-Strong command of written and spoken English (neutral accent preferred)
-Experience using support platforms (Gorgias, Richpanel, Zendesk, Salesforce, etc.)
-Proficient in Google Workspace and basic CRM tools
-Reliable, self-directed, and organized in a remote working environment
-Strong attention to detail, time management, and multitasking
-Process-minded with the ability to spot inefficiencies and recommend solutions


Bonus Points

-Background in sales support or tactical/survival gear
-Familiar with performance metrics such as CSAT, AHT, ticket backlog, or first contact resolution
-Has acted as a "go-to person" or informal team lead
-Flexibility to adjust hours during peak times or special projects


Application Instructions

To be considered for this role, please complete the application form provided and take the Culture Index survey. We will only review applications submitted through the form: ----------

Due to the high volume of applications we receive, we may not be able to respond to every applicant individually. If you do not hear back from us, it means we have moved forward with other candidates. However, we appreciate the time and effort you put into applying.

If you are selected to move forward, a member of our team will be in touch with next steps.


Why Join Us?
-100% remote work
-Work with a fast-growing, mission-driven team
-Competitive pay