Customer Support Representative – 2 Full Time NEW

Founded in June 1996, VS Media has established itself as a leading innovator in the digital entertainment industry, specializing in highly interactive, high-traffic live video chat websites. With a global reach that attracts over 200 million visitors each month and facilitates the delivery of 80 million advertisements daily, the company provides a dynamic platform for adults to explore new forms of interactive content through live video and chat services. Our extensive scale and technological prowess enable us to deliver exceptional digital experiences across every continent, supporting clients with advanced streaming solutions, billing systems, and gamification development. At VS Media, we are committed to leveraging cutting-edge technology to enhance online engagement and ensure our platform remains at the forefront of the industry.

About The Role

The Customer Support Representative – Tier 2 is a vital role within our support team, responsible for ensuring customer satisfaction and operational excellence. This fully remote position requires candidates to work on a schedule from Thursday to Monday, 2 PM to 10 PM PST. As a Tier 2 Support Representative, you will serve as the primary point of contact for escalated inquiries received via phone, live chat, and email, providing expert assistance and regulatory compliance support. You will handle complex issues escalated beyond Tier 1 support, ensuring prompt and accurate resolutions that adhere to company policies. The role demands exceptional communication skills, empathy, and a detail-oriented approach to foster positive customer relationships and contribute to the overall success of our platform.

Qualifications

• Proven experience in customer support or a related role, preferably in a digital or tech environment
• Excellent written and verbal communication skills
• Strong problem-solving and critical thinking abilities
• Ability to manage multiple tasks efficiently in a fast-paced environment
• High attention to detail and accuracy
• Empathy and interpersonal skills to build trust with customers
• Experience with live chat, email, or phone support platforms
• Availability to work the designated shift: Thursday to Monday, 2 PM – 10 PM PST
• Applicants from AZ, CA, CO, IN, NY, OK, TN, and TX only
• Legal authorization to work in the United States
• Background check clearance; qualified applicants with a criminal background will be considered

Responsibilities

• Provide exceptional Tier-2 support via phone, live chat, and email, addressing escalated customer inquiries
• Resolve complex customer issues efficiently, ensuring compliance with company policies and standards
• Assist with Tier-1 support escalations, offering guidance and solutions
• Deliver white glove support to high-value or sensitive customers
• Support regulatory and compliance inquiries, ensuring adherence to legal requirements
• Maintain detailed records of customer interactions and issue resolutions
• Identify recurring problems and escalate systemic issues to relevant teams
• Participate in ongoing training and development to stay current with platform features and policies

Benefits

• Competitive hourly compensation
• Comprehensive benefits package including health, dental, and vision insurance
• Attractive 401(k) retirement plan
• Fully remote work environment, providing flexibility and work-life balance
• Opportunities for professional growth and development within a global organization

Equal Opportunity

VS Media is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, ethnicity, gender, age, sexual orientation, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to any protected characteristic.