Job Title: Customer Service Representative (US Market) Department: Operations Reports to: Global Customer Services Manager About the Company: Our client partners with leading home insurers to deliver innovative solutions that reduce risk and protect customers’ homes. Their proprietary smart water leak detection technology helps prevent costly water damage — the single biggest cause of home insurance claims globally. Working with major insurance carriers across the UK, Europe, and the US, our client’s mission is to make homes safer and more sustainable through cutting-edge technology and exceptional customer service. About the Role: We are seeking a Customer Service Representative to join our client’s growing operations team. You’ll play a key role in supporting customers who use the company’s smart water leak detection system — assisting with alerts, troubleshooting technical issues, and coordinating appointments with plumbing technicians. This position is remote within the UK but supports customers in the US market, meaning your working hours will align with the US timezone (approximately 4:00 PM – 12:00 AM / 1:00 AM UK time). This schedule is ideal for candidates who have commitments during the day but are looking for a full-time evening role. You’ll be part of a supportive and collaborative team that values initiative, problem-solving, and continuous improvement. Key Responsibilities: * Provide exceptional support to customers using the leak detection device and app * Manage customer interactions following leak alerts, ensuring swift and effective resolution * Coordinate and schedule plumbing technician appointments, including taking payments where required * Communicate clearly and empathetically with customers, colleagues, and management * Use the CRM system to manage cases, capture key data, and report recurring issues to the technical and product teams * Offer feedback and ideas to enhance the customer journey and improve device performance About You: You’ll be an excellent communicator with a strong technical aptitude and a passion for helping people. Essential Skills & Experience: * Minimum 2 years’ experience in a technical customer support or service role * Confident communicator with strong customer relationship skills * Experience supporting tech products, apps, or smart devices * Working knowledge of both Apple (iOS) and Android operating systems * Strong analytical and problem-solving abilities * Proactive, adaptable, and comfortable working independently * Ability to troubleshoot issues step-by-step with clarity and patience Desirable: * Familiarity with domestic plumbing or heating systems * Experience working with financial services or insurance products Our Core Values: You’ll embody the company’s culture and values by demonstrating the following behaviours: Dare to Care – Support and encourage others, maintaining a positive and proactive attitude. Do the Right Thing – Be open, honest, and respectful in all interactions. Own It – Take responsibility and initiative to make things happen. Always Improve – Embrace change, learn continuously, and share new ideas. Win Together, Trust Each Other – Collaborate across teams, share knowledge, and value diverse perspectives. Additional Details: * Location: Remote (UK-based), working US market hours (approx. 4PM–12AM/1AM UK time) * Reporting Line: Global Customer Services Manager * Direct Reports: None