Customer Service Representative (Care Specialist)

About the role

Homeaglow is a start-up technology company offering home cleaning services through a platform-based booking system, serving 50 US markets with about 20,000 cleaning jobs per week. As a Care Specialist, you will support either Customers or Cleaning Professionals across email and live chat, with occasional outbound calls, balancing empathy with critical thinking to resolve tickets and build trust.

Key responsibilities

• Respond to customer or cleaning provider tickets with empathy and curiosity, building rapport
• Navigate the CRM quickly to understand the user's situation, history and relevant details
• Provide solutions grounded in knowledge of the policies, protecting the company's interests and giving fair resolutions
• Explain membership and services in simple, clear language
• Escalate issues when needed and flag product or process friction
• Contribute to continuous improvement by questioning unclear processes

Required profile

• Typing speed of at least 45 wpm
• Excellent spoken and written English, outstanding listening skills and attention to detail
• Ability to be empathetic and handle difficult conversations with grace
• Preferred: experience supporting customers in email and live chat
• Hybrid voice and non-voice schedule: 5 days, 9 hours per week (45-hour week), day, mid or graveyard shift, holidays and rotating rest days
• Comfortable in a fast-paced tech startup environment

Required skills

• Fast internet (at least 25 Mbps upload and download)
• Second monitor (minimum 24" at 1920x1080) within 30 days of starting
• Hardware: i5 processor or equivalent, minimum 8 GB RAM

What we offer

• Base pay of $3 USD per hour, with a guaranteed floor of $4.50 USD per hour for the first 60 days; bonuses on top
• 5 weeks of process and policy training, with a $100 USD per week training allowance
• 4-week probationary period
• Work from home setup, paid leave, in-person team building and a high-growth opportunity