Customer Service Representative

This role owns the post-sale customer journey — from the moment equipment ships through its successful return —ensuring every order is executed smoothly and every customer experience is clear, timely, and handled with care. About Fello From iPads and POS devices to on-site setup and support, rent the tech and services you need, only when you need them. We deliver right to you, you send it back when you're done. It couldn't be any easier to plan for your tech needs. Description Own and manage customer communication throughout the shipping, delivery, and return lifecycle, ensuring updates are fast, detailed, and easy to understand Act as the main point of contact for customers post-sale — communicating with a calm, supportive, and friendly approach, especially when resolving issues Respond to inquiries quickly and thoroughly, ensuring customers always know what's happening and what to expect next Troubleshoot issues in real time (shipping delays, return logistics, equipment questions), keeping customers informed while driving resolution Partner closely with Fulfillment and Operations to ensure execution aligns with what's been communicated to the customer Track returns and ensure equipment is successfully received back, proactively communicating on status and any discrepancies Identify patterns in customer questions or issues and help improve processes to create a smoother, faster experience What makes you great in this role: You have experience in a customer-facing role where you owned outcomes — communicating in a calm, supportive, and friendly way, even in high-pressure situations You're comfortable working in HubSpot or similar CRM/support tools and can stay organized across multiple requests You move with speed and clarity, without sacrificing accuracy or attention to detail You're highly organized and can manage multiple live orders and conversations at once You communicate proactively — customers are never left guessing or chasing updates You stay composed under pressure and can navigate challenges with confidence You take ownership from start to finish — ensuring nothing falls through the cracks You're detail-oriented and focused on delivering a seamless experience Salary $18 - $26 per hour