Tier 1 Customer Experience Representative

Role Overview

Moby is seeking a Tier 1 Customer Experience Representative to handle high-volume inbound inquiries, resolve common technical and billing issues, and ensure accurate documentation. The role is critical to maintaining customer satisfaction, reducing escalations, and supporting efficient operations across the organization.

What You Will Do

As a Tier 1 Customer Experience Representative, you’ll handle inbound customer inquiries via phone, email, and chat, provide Tier 1 support for Internet, TV, and Phone services, troubleshoot and resolve basic technical, billing, and service issues, and escalate issues according to defined SOPs and workflows.

Why It Might Be a Fit

The ideal candidate will have 1+ year of high-volume call center or customer support experience, 1+ year of technical support experience (telecom or ISP preferred), and strong verbal and written communication skills.

Requirements

• 1+ year of high-volume call center or customer support experience
• 1+ year of technical support experience (telecom or ISP preferred)
• Strong verbal and written communication skills
• Active listening and de-escalation skills
• Strong attention to detail and documentation accuracy
• Ability to follow SOPs and structured workflows
• Comfortable working in KPI-driven environments

Benefits

• Competitive compensation
• Benefits package
• Hybrid work environment
• Casual dress
• On-site gym access
• Paid time off
• Regular team events
• Development sessions
• Cross-functional collaboration