Customer Service Agent

About Us

At Fragile, we thrive in a fast-paced, collaborative environment where operations blend the energy of a technology office with the hands-on nature of a warehouse. Our team is driven, focused, and dedicated to scaling a category-defining business. We work with intensity and passion, shaping the future of hardware rentals.

Customer Service Agents will contact and respond to customers to resolve their inquiries and concerns in a timely manner. This includes calling, texting, and emailing customers using provided tools and templates. The position requires consistent follow-up, accurate record-keeping, and clear communication.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and SMS.

• Manage active customer cases, ensuring all follow-ups and resolutions are completed accurately and on time.

• Use internal systems to document customer interactions, feedback, and issue resolutions.

• Collaborate with logistics, billing, and technical teams to resolve order, payment, or product issues.

• Process returns, swaps, and account adjustments according to company policy.

• Provide clear, empathetic communication while maintaining brand voice and professionalism.

• Identify recurring customer issues and report patterns or feedback to management.

• Maintain a strong understanding of company products, subscription tiers, and policies to effectively support customers.

• Contribute to a positive team environment and support continuous process improvement.

Requirements

• Clear and professional communication skills (written and verbal).

• Comfortable making phone calls, sending emails, and managing SMS conversations.

• Reliable, organized, and detail-oriented.

• Experience in customer service, retention, or subscription-based support preferred.