Customer Support Representative - Tier 2

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  "last_changed_at": "2026-05-30T06:06:23.282Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Thousand Oaks, California, United States",
    "city": "Thousand Oaks",
    "region": "CA",
    "country": "United States",
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    "confidence": 0.8
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  "salary_min": null,
  "inferred_at": "2026-06-06T10:25:37.636Z",
  "launch_scope": {
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    "included": true,
    "location": {
      "raw": "Thousand Oaks, California, United States",
      "city": "Thousand Oaks",
      "region": "CA",
      "country": "United States",
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      "confidence": 0.8
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    "countries": [
      "United States"
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  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
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{
  "list_job": {
    "id": "412",
    "isRemote": null,
    "location": {
      "city": null,
      "state": null
    },
    "atsLocation": {
      "city": "Thousand Oaks",
      "state": "California",
      "country": "United States",
      "province": null
    },
    "departmentId": "18855",
    "locationType": "1",
    "jobOpeningName": "Customer Support Representative - Tier 2",
    "departmentLabel": "Customer Support",
    "employmentStatusLabel": "Full-Time"
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  "detail_job_opening": {
    "location": {
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      "state": null,
      "postalCode": null,
      "addressCountry": null
    },
    "datePosted": "2026-03-04",
    "atsLocation": {
      "city": "Thousand Oaks",
      "state": "California",
      "country": "United States",
      "countryId": "1"
    },
    "description": "<p><span style=\"font-size: 18px; font-weight: bold\">Customer Support Representative - Tier 2 (Remote)</span></p>\n<p><br></p>\n<p><span style=\"font-size: 16px; font-weight: bold\">Shift: Tues, Wed, Thurs, Fri, Sat  6AM - 2PM PST</span></p>\n<p><br></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 15px\">Founded in June 1996, VS Media is an industry leader specializing in highly interactive, high-traffic, live video chat websites. Spanning the globe with over 200 million visitors per month and 80 million ads per day, we provide a platform for adults to discover new kinds of interactive content through live video and chat services. Our size and scale stretches across every continent, delivering powerful technology to enhance our clients’ online presence. From streaming live video to billing solutions to gamification development, we leverage the latest technology to provide the best digital experience possible.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 15px; font-weight: bold\">This is a fully remote position for applicants ONLY in AZ, CA, CO, IN, NY, OK, TN, AND TX.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 15px; font-weight: bold\">About the Job</span></p>\n<p><br></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 12pt\">Tier-2 Customer Support Representatives play a critical role in ensuring the success of customers using our platform. They serve as primary points of contact for inquiries across phone, live chat and email, while also providing essential regulatory and compliance support.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 12pt\">Successful Tier-2 Representatives deliver exceptional service with care, attention and professionalism. They possess outstanding communication and interpersonal skills, excel at multitasking and demonstrate strong attention to detail, critical thinking and empathy in every customer interaction.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">In addition to managing general inquiries, Tier 2 Representatives handle complex issues escalated beyond Tier 1, ensuring timely, accurate resolutions that align with company policies and standard.</span></p>\n<ul></ul>\n<p><br></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 15px; font-weight: bold\"><span style=\"color: #222222\">General Responsibilities</span></span></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 15px\"><br></span></p>\n<ul></ul>\n<p><br></p>\n<ul>\n<li><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Tier-1 Support Services</span><span style=\"font-size: 10pt\">  </span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Assist in the optimal delivery of Tier-1 support services. This includes providing general account support, basic product functionality and feature support, basic account sign-up assistance,  updating customer interactions, basic codes of conduct compliance, and other support items as needed based on the expected Tier-1 knowledge base and skill level.</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Tier-2 Support Services</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Tier-2 Support Representatives play a critical role in providing privacy and regulatory guidelines while ensuring customers adhere to relevant policies and established codes of conduct. They also support the efficient delivery of Tier-2 services by providing troubleshooting support, responding to inquiries related to payments, product functionality and features, as well as subscription and membership services. Additionally, this role involves conducting first-line reviews of fraud and risk concerns and coordinating timely escalation to the appropriate teams when necessary.  </span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">White Glove Support</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Assist in the optimal delivery of Tier-2 support services. This includes providing troubleshooting support, answering inquiries related to payments, product functionality and features and subscription and membership services. Tier-2 Support Representatives play a crucial role by providing privacy and regulatory support and ensuring customers adhere to relevant policies and establish codes of conduct.</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-size: 10pt\"><span style=\"font-weight: bold\">Support Escalation</span> </span></li>\n</ul>\n<p><span style=\"font-size: 10pt\">Support Representatives are responsible for ensuring that all communications beyond their expertise are escalated in a way that ensures a positive and valuable experience for our customers. Handovers should be carefully executed in a reassuring manner that inspires confidence in our support processes.</span></p>\n<p><span style=\"font-size: 10pt\"> </span></p>\n<p><br></p>\n<p><span style=\"font-family: Lato, sans-serif; font-size: 15px; font-weight: bold\">Qualities of a Successful Candidate</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif; font-size: 15px\"><span style=\"font-weight: bold\"><span style=\"color: #474747\">Detail Oriented:</span></span> <span style=\"color: #213343\">Strong attention to detail is a skill that our Customer Support Representatives must demonstrate on a day-to-day basis. </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: Lato, sans-serif; font-size: 15px\"><span style=\"font-weight: bold\">Effective Communication </span><span style=\"color: #474747\">This role requires an individual with excellent written and verbal communication skills, </span>with a strong ability to convey information both clearly and professionally.   </span></li>\n<li><span style=\"font-family: Lato, sans-serif; font-size: 15px\"><br><span style=\"font-weight: bold\">Empathy</span> <span style=\"color: #2e3841\">Customer support representatives must build a foundation of trust, create positive customer experiences, and build lasting connections with customers by employing an empathetic tone within their customer service interactions.</span></span><span style=\"font-family: Lato, sans-serif; font-size: 15px\"><br></span></li>\n</ul>\n<p><br></p>\n<p><span>Compensation will include hourly pay. Full benefits package including health/dental/vision and an attractive 401</span><span>K plan.</span></p>\n<p><br></p>\n<p><span>We will consider qualified applicants with a criminal background.</span></p>\n<p><br></p>\n<p><span>Principals ONLY!</span></p>\n<p><br></p>\n<p><span style=\"font-size: 13px\"><em>CCPA Notice at Collection for California Employees and Applicants</em></span></p>\n<p><span style=\"font-size: 13px\"><em>Effective Date: January 1, 2023</em></span></p>\n<p><span style=\"font-size: 13px\"><em>Drafted and Updated: October 27, 2022</em></span></p>\n<p><span style=\"font-size: 13px\"><em> </em></span></p>\n<p><span style=\"font-size: 13px\"><em>VS MEDIA, INC. collects and uses Personal Information for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance. Below are the categories of Personal Information we collect and the purposes for which we intend to use this information:</em></span></p>\n<ul>\n<li><span style=\"font-size: 13px\"><em>Identifying information, such as your full name, gender, date of birth, and signature.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Demographic data, such as race, ethnic origin, marital status, disability, and veteran or military status.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Contact information, such as your home address, telephone numbers, email addresses, and emergency contact information.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Dependent's or other individual's information, such as their full name, address, date of birth, and Social Security numbers (SSN).</em></span></li>\n<li><span style=\"font-size: 13px\"><em>National identifiers, such as SSN, passport and visa information, and immigration status and documentation.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Educational and professional background, such as your work history, academic and professional qualifications, educational records, references, and interview notes.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Employment details, such as your job title, position, hire dates, compensation, performance and disciplinary records, and vacation and sick leave records.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Financial information, such as banking details, tax information, payroll information, and withholdings.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Health and Safety information, such as health conditions (if relevant to your employment), job restrictions, workplace illness and injury information, and health insurance policy information.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Information Systems (IS) information, such as your search history, browsing history, login information, and IP addresses on the Company's information systems and networks.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Geolocation data, such as time and physical location related to use of an internet website, application, device, or physical access to a Company office location.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Sensory or surveillance information, such as COVID-19 related temperature checks and call monitoring and video surveillance.</em></span></li>\n</ul>\n<p><span style=\"font-size: 13px\"><em> </em></span></p>\n<p><span style=\"font-size: 13px\"><em>The Company collects Personal Information to use or disclose as appropriate to:</em></span></p>\n<ul>\n<li><span style=\"font-size: 13px\"><em>Comply with all applicable laws and regulations.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Recruit and evaluate job applicants and candidates for employment.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Conduct background checks.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Manage your employment relationship with us, including for:</em></span>\n<ul>\n<li><span style=\"font-size: 13px\"><em>onboarding processes;</em></span></li>\n<li><span style=\"font-size: 13px\"><em>timekeeping, payroll, and expense report administration;</em></span></li>\n<li><span style=\"font-size: 13px\"><em>employee benefits administration;</em></span></li>\n<li><span style=\"font-size: 13px\"><em>employee training and development requirements;</em></span></li>\n<li><span style=\"font-size: 13px\"><em>the creation, maintenance, and security of your online employee accounts;</em></span></li>\n<li><span style=\"font-size: 13px\"><em>reaching your emergency contacts when needed, such as when you are not reachable or are injured or ill;</em></span></li>\n<li><span style=\"font-size: 13px\"><em>workers' compensation claims management;</em></span></li>\n<li><span style=\"font-size: 13px\"><em>employee job performance, including goals and performance reviews, promotions, discipline, and termination; and</em></span></li>\n</ul>\n</li>\n</ul>\n<p><span style=\"font-size: 13px\"><em>                other human resources purposes.</em></span></p>\n<ul>\n<li><span style=\"font-size: 13px\"><em>Manage and monitor employee access to company facilities, equipment, and systems.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Conduct internal audits and workplace investigations.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Investigate and enforce compliance with and potential breaches of Company policies and procedures.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Engage in corporate transactions requiring review of employee records, such as for evaluating potential mergers and acquisitions of the Company.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Maintain commercial insurance policies and coverages, including for workers' compensation and other liability insurance.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Perform workforce analytics, data analytics, and benchmarking.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Administer and maintain the Company's operations, including for safety purposes.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>For client marketing purposes.</em></span></li>\n<li><span style=\"font-size: 13px\"><em>Exercise or defend the legal rights of the Company and its employees, affiliates and agents.</em></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 13px\"><em>To view our applicant/employee privacy notice visit <a href=\"https://www.vsmedia.com/live-cams-pp-employees.php\" target=\"_blank\" rel=\"noopener noreferrer\">https://www.vsmedia.com/live-cams-pp-employees.php</a></em></span></p>\n<p><span style=\"font-size: 13px\"><em> </em></span></p>\n<p><span style=\"font-size: 13px\"><em>If you have any questions about this Notice or need to access this Notice in an alternative format due to having a disability, please contact <a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\">[email protected]</a> or at 1-800-685-9236.</em></span></p>\n<p><span style=\"font-size: 13px\"><em><span style=\"color: #222222\"> </span></em></span></p>\n<p><em><span style=\"font-size: 13px\"> </span></em></p>",
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    "departmentLabel": "Customer Support",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://vsmedia.bamboohr.com/careers/412",
    "employmentStatusLabel": "Full-Time"
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}