Care Specialist

Company Overview:

Homeaglow is a start-up technology company that offers cleaning services via a platform-based booking system. Our mission is to create better lives by being the most efficient platform for home services.

We’ve been in operation since 2016 and currently service 50 US markets with ~20,000 cleaning jobs worked per week.

Our Customers and Cleaning Professionals:

Homeaglow supports two primary groups: residential Customers and independent Cleaning Professionals on our platform. Customers are homeowners and renters booking recurring or one-time home cleanings, often reaching out with questions about membership, pricing, scheduling, service scope, or concerns about their experience. Cleaning Professionals contact us for support with bookings, payouts, policies, or account-related issues as they run and grow their business on Homeaglow.

Job description:

As a Care Specialist , you’ll usually support either Customers or Cleaning Professionals across email and live chat channels with occasional outbound calls as needed.

This is a role for someone who can balance empathy with critical thinking. Your job is not just to resolve tickets - it’s to understand context, communicate clearly, and build trust.

You might help customers navigate their membership, clarify confusion, resolve friction, and when appropriate, retain them through personalized, thoughtful solutions.

Or you will be focused on helping our cleaning providers understand the way the platform works, helping them resolve issues they encounter on their jobs, and providing thoughtful support, while upholding a high bar for the quality of service delivered on our platform.

What you’ll do:

• Respond to customer or cleaning provider tickets with empathy and curiosity, building a rapport based on human to human interaction.
• Navigate our CRM quickly, building a detailed understanding of the customer or cleaning provider’s situation, history with the platform, and any other relevant details to the ticket.
• Provide thoughtful solutions to tickets, grounded in your detailed understanding of our policies, demonstrating sound judgment, and protecting the best interests of the company and a fair resolution to customers and cleaning providers.
• Clearly explain how our membership and services work in simple, clear language.
• Escalating issues when needed and flagging product or process friction.
• Contribute to a learning culture by questioning unclear processes and continuously improving how we support Customers and Cleaning Professionals.

Minimum Requirements:

• Typing speed of at least 45 wpm.
• Excellent English, both in verbal and written communication skills.
• Outstanding listening skills and attention to detail.
• Ability to be empathetic, and navigate difficult conversations with grace.
• Preferred: Experience supporting customers in email and live chat environments.

Others:

• Willingness to work
• As a Hybrid - Voice and Non-Voice CSR
• 5 days x 9 hours per week (45 hour work-week)
• during day, mid or graveyard shift, Holidays and rotating rest days
• Comfortable working in a fast-paced tech startup environment

Equipment:

• Fast internet (at least 25 Mbps upload and download speed)
• Processor: i5 or equivalent
• RAM: min. 8GB
• You will be required to have a second monitor (min of 24’ at 1920x1080 resolution) within 30 days from start date

What to expect (pay and training):

• Base Pay: $3 USD per hour guaranteed pay plus performance-based bonuses
• Guaranteed Earnings Floor (Ramp Period) : For your first 60 days in production, you are guaranteed $ 4.50 USD/hour equivalent earnings , regardless of performance
• If your base pay + bonuses exceed $4.50/hour → you keep the higher amount
• If your total earnings fall below $4.50/hour → we will top up your pay to meet the guaranteed rate
• Training: 5 weeks of process and policy training
• Training Allowance: $100 USD per week
• Probationary Period: 4 weeks

Benefits:

• Competitive pay
• Work from home set-up
• High-growth opportunity
• Paid leaves
• In person team building