Remote Customer Service Representative Jobs in MD

Have you ever had a conversation that changed someone's day? That’s what we do here—at scale. Our customer support team is the human heartbeat behind the tools and tech we build. If you're someone who brings empathy to every exchange, clarity to every question, and calm to every challenge, this remote customer service role in Maryland might just be the next step you're meant to take.

What You’ll Make Happen

You won't just answer questions—you'll create experiences that leave people feeling seen and supported. Every time you resolve an issue, you're not just checking a box; you're preserving trust, building loyalty, and representing a brand that genuinely cares.

• Be the first voice customers hear—and the one they remember. From product walk-throughs to order follow-ups, you’ll provide clear, thoughtful support that turns confusion into confidence.
• Turn tense moments into reassuring resolutions. Whether it's a shipping issue or a billing question, you’ll calmly guide people toward solutions that work.
• Translate technical jargon into human speak. You simplify complex issues, whether it’s over Zoom, live chat, or email.
• Identify patterns in feedback and escalate insights that lead to improved tools, workflows, and customer journeys.
• Collaborate with product and operations teams to surface recurring challenges and help shape more innovative systems from the ground up.

A Look Inside the Day-to-Day

This is not a reactive role—it’s deeply proactive. You're not waiting for issues to land in your inbox; you're scanning for friction points and asking, "How can I make this easier?"

• Manage daily queues across email, chat, and phone support.
• Document every interaction with precision, helping us refine internal knowledge bases and external help centers.
• Stay two steps ahead by flagging bugs, broken workflows, and unclear messaging before they escalate into full-blown issues.
• Partner with internal teams to test updates and provide real-time feedback on how changes impact the customer experience.

The Tools That Power Your Workflow

Our support setup is built to keep you connected, informed, and empowered—no matter where in Maryland you log in from.

• You’ll work with Zendesk for case tracking and prioritization.
• Real-time updates and async communication flow through Slack and Zoom.
• Documentation is stored in Notion, while internal bug tracking is managed in Jira.
• Customer satisfaction trends? You’ll spot them via dashboards in Looker and shared insights in weekly syncs.

Your Impact Echoes Beyond Each Call

Customer service isn’t an island here. You’ll plug into product roadmaps, contribute to support strategy, and be a vital voice in how we build for real people.

• Your feedback on recurring questions helps shape product FAQs and self-service content.
• You’ll test beta features to preempt support needs before they arise.
• By tracking sentiment and tone, you influence how we write, design, and deliver services that actually resonate.

The Environment You’ll Thrive In

Remote doesn’t mean distant. We may not share an office, but we share values: responsiveness, transparency, and real care. We move quickly, but you’ll always have space to focus deeply. And while each day brings new challenges, you’ll never face them alone.

• Weekly team check-ins keep us synced and supported.
• Deep-dive customer experience retrospectives highlight what’s working—and what needs a rework.
• You’ll always have time blocked for skill-building and reflection, because growth here is a given, not a bonus.

What Sets You Apart

You're not just good with people—you're intentional. You read between the lines. You’re the kind of person who senses when a frustrated message is really a call for help. And you never lose sight of the person behind the ticket number.

• You simplify complexity. Whether you're explaining a return policy or guiding a customer through an app glitch, you make things make sense.
• You know how to strike a balance between speed and care. You close loops efficiently without ever cutting corners.
• You bring clarity to chaos. When systems break down, you bring structure, not stress.
• You take initiative. If a macro is outdated or a process is clunky, you speak up and suggest solutions.

What You Bring (and What You’ll Build On)

• Prior experience in remote customer service or a related support role.
• Familiarity with remote collaboration tools like Slack, Zoom, and shared knowledge systems.
• A steady internet connection, a quiet workspace, and a genuine passion for making things better—one customer at a time.
• A flexible schedule—you’re open to rotating shifts and weekend coverage when needed.

Storyline: Why This Role Matters

One of our reps, Leah, once helped an elderly customer who was confused about her billing. Instead of rushing the call, Leah walked her through the invoice line by line, stayed on until the issue was resolved, and even followed up the next day to confirm everything looked good. That single act turned a potential cancellation into a lifelong customer—and earned a handwritten thank-you card from the woman's grandson.

That’s the level of care we celebrate. That’s the standard we grow from.

Growth, Support & What’s Ahead

This isn’t a stopgap—it’s a stepping stone. Whether you want to specialize in customer education, dive into operations, or move into product feedback roles, we’ll support your path. Many on our leadership team began right here.

• You’ll receive structured mentorship, access to training workshops, and quarterly check-ins tailored to your development.
• Career pathing is built into every role—because we hire for potential, not just the present.
• Your wins won’t go unnoticed. Our recognition program celebrates standout moments in real time.

Compensation & Benefits

You'll be stepping into a fully remote, full-time position serving customers across Maryland with an annual salary of $43,500. In addition to competitive compensation, we offer:

• Health, dental, and vision benefits
• Generous PTO and sick leave
• Remote work stipend for home office setup
• Paid parental leave
• Ongoing learning credits

Let’s Build Something Purposeful

If you believe every interaction is an opportunity to make someone’s day, we believe this job was made for you. We’re not just hiring a voice on the line. We’re hiring someone who wants to shape the entire journey.

Let’s build something meaningful together—apply today.