Remote Customer Support Representative

Job Title:

Remote Customer Support Representative Job type:
Full-Time 40 hours/week

Location:

Remote/USA Intended

Start Date:

ASAP

Axis Construction Management provides construction project management, general contracting, tenant improvement, design/build, and a host of related services to commercial and institutional clients throughout the Philadelphia region, New York and along the East Coast. We also offer specialized expertise in medical office and outpatient facilities, as well as multi-family residential for both educational institutions and commercial developers.

Axis Construction is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting client’s experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.

This role is critical to ensuring that our clients receive timely, accurate, and professional assistance across multiple communication channels.

• Serve as the primary contact for our current clients, providing timely and professional support via chat, email, WeChat, and phone.
• Respond to clients inquiries regarding materials and platform usage, ensuring accurate, timely, and professional communication.
• Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved.
• Guide customer through the journey and help ensure students receive a smooth and positive learning experience.
• Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience.
• Maintain a high standard of service quality, empathy, and professionalism in every interaction.
• Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

• Mon-Fri: 9am-6pm EDT
• Sat/Sun: 8am-5pm EDT
• Candidates who are available Fri-Sun will be given priority

• Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired.
• Fast learner with the ability to understand complex processes, policies, and product details.
• Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations.
• Excellent communication skills; capable of explaining information simply, professionally, and empathetically.
• Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting.
• Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families.
• Tech-savvy and comfortable using multiple communication tools and internal systems.
• Excellent verbal and written communication skills
• Fluency in Mandarin is required; proficiency in English communication is essential.

• Flexible Remote Work:
  Work from anywhere that suits you best!
• Performance-Based Commission:
  Rewarding hard work with extra earnings.
• Professional Growth:
  Sharpen your communication, strategic thinking, and problem-solving skills through hands‑on, real‑world experience.
• Pay: $26-$35/hr

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.

Native Americans in the US receive preference in accordance with Tribal Law.