Most remote support roles ask for a year or two of experience first. This one doesn't. Persona says no prior work experience is required for its Customer Service Representative opening, though any customer-facing background counts in your favour. It's aimed at early-career candidates who are good with people and comfortable with technology.
The job is front-line support for a client company: answering customers by chat and email, keeping records tidy and resolving routine problems. Persona doesn't name the client, and it doesn't publish a salary, so you'll learn both only if you progress in the process.
The role is open to applicants anywhere in the world, but you'd be working US business hours, and the position is full-time and long-term.
About Persona
Persona is a recruiting and staffing company, founded in 2018, that places people from 98 countries into long-term remote jobs with client companies. Each hire is for one specific open position with a single dedicated client. Persona says its clients include large enterprises and venture-backed startups, and that it gives new hires onboarding and ongoing employment support.
Expect competition. Persona's own materials say very few applicants are hired. One of its other listings puts the figure at fewer than 1 in 2,000.
On the Front Line
- Answer customer questions by chat and email, accurately and with empathy.
- Keep customer records up to date in the CRM and helpdesk systems.
- Watch product feedback channels and pass recurring themes to the product and operations teams.
- Work with colleagues to resolve issues that cross teams.
- Reach out proactively with onboarding nudges, follow-ups and satisfaction checks.
- Handle complaints with a customer-first attitude and escalate when needed.
- Spot simple sales or upsell openings and pass qualified leads to the sales team.
- Learn the client's product well enough to answer accurately.
- Track your own CSAT and resolution numbers and aim to improve each week.
What CSAT means: It stands for customer satisfaction score, usually collected through a short rating after a support conversation. In this role it's one of the figures you'd be measured on, so it's worth learning how to talk about it in an interview.
Who Gets Considered
- Full fluency in English.
- Comfort with modern apps and helpdesk software.
- Strong written communication and a service-first attitude.
- A commitment to full-time, long-term work.
- Availability during US business hours (Pacific, Central or Eastern Time).
Nice to have: an associate's or bachelor's degree in any subject, familiarity with Zendesk, Intercom, Freshdesk or HubSpot Service, and experience in retail, hospitality or BPO customer service. None of these are required.
Competencies Persona lists: a record of success at work or school, problem-solving with little guidance, anticipating what customers need, persistence, curiosity, and a professional, warm manner.
Hours reality check: Working US business hours from West Africa means a mid-afternoon to late-evening shift on Eastern Time, and later still on Pacific Time. Be sure you can keep that up before you apply.
Work authorisation: The listing doesn't mention visas, sponsorship or work-authorisation requirements.
Pay, Hours and Contract
- Pay: Not stated in the listing
- Contract type: Full-time, long-term, dedicated to one client (employee or contractor status isn't specified)
- Schedule: US business hours (PT, CT or ET)
- Location: Remote, worldwide
What Persona Promises
The listing mentions permanent work-from-anywhere, pay in your currency of choice, "full benefits" with no breakdown, opportunities to grow and a collaborative culture. Ask what the benefits include and how pay is set before you accept anything.
Tools You'd Use
Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom and Google Workspace. If you've used even one helpdesk tool, even in a course or volunteer role, mention it in your application.
Applying
Applications go through Persona's portal and take about five minutes. No closing date is stated, so apply early. With no experience required, your application has to show how you work. Share an example of a time you solved someone's problem clearly in writing.
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