Customer Support Specialist

* Solve problems at the root
* Keep customers informed throughout

If you’re someone who follows through until the issue is fully resolved — this role fits.

What You’ll Own

Case Management & CRM Ownership

* Create and manage cases in Salesforce
* Maintain clean, structured, and accurate records
* Document:
* Issues
* Updates
* Resolutions

* Ensure full visibility across all customer interactions

Triage & Prioritization

* Assess urgency of incoming requests
* Prioritize cases based on impact and SLA
* Track case ownership and ensure steady progress
* Ensure no case is left stagnant

Customer Communication

* Respond to customers within 24 hours or less
* Provide proactive updates throughout the case lifecycle
* Communicate clearly across:
* Email
* Phone
* Other channels

* Ensure customers always know:
* What’s happening
* What’s next

Internal Collaboration

* Work closely with:
* Service teams
* Installation teams
* Receivables teams

* Coordinate across departments to resolve issues quickly
* Escalate when needed to avoid delays

Billing Support

* Handle billing and invoice-related inquiries
* Assist with resolving discrepancies
* Support follow-ups on past-due accounts
* Encourage customers to enroll in auto-billing

Problem Solving & Process Improvement

* Investigate recurring issues and identify root causes
* Document findings and recommend improvements
* Help reduce repeat issues and inefficiencies

Customer Experience Ownership

* Confirm satisfaction before closing cases
* Ensure every interaction is:
* Professional
* Clear
* Positive

* Encourage satisfied customers to leave reviews

What Makes You a Strong Fit

* You take ownership of customer issues end-to-end
* You are:
* Organized
* Detail-oriented
* Execution-focused

* You communicate clearly and confidently
* You can handle difficult situations with empathy + urgency
* You thrive in fast-paced, team-based environments

Required Experience & Skills

* 2+ years in:
* Customer support
* Customer success
* Service roles

* Experience with CRM tools (preferably Salesforce)
* Strong experience with:
* Case management
* Issue resolution

* Excellent written and verbal English communication
* Strong analytical and problem-solving skills
* High attention to detail in documentation
* Ability to manage multiple cases simultaneously
* Familiarity with billing or receivables processes

What a Typical Day Looks Like

* Review and prioritize incoming customer cases
* Communicate updates to customers proactively
* Coordinate with internal teams to resolve issues
* Handle billing-related inquiries
* Update CRM records accurately
* Identify patterns and suggest improvements

In short:
You ensure every customer issue is resolved quickly, clearly, and professionally.

Key Metrics (KPIs)

* Case response time and resolution time
* Customer satisfaction (CSAT)
* CRM accuracy and completeness
* Consistency of follow-ups and communication
* Reduction in recurring issues

Why This Role Stands Out

* High ownership over customer experience
* Cross-functional exposure (ops, billing, service)
* Clear metrics and structured workflows
* Opportunity to improve systems and processes
* Strong foundation for growth into CS or Ops roles

Interview Process

* Initial Phone Screen
* Video Interview with Recruiter
* Client Interview
* Offer & Onboarding

Apply Now

If you:

* Take ownership of customer issues
* Follow through until resolution
* Thrive in structured, fast-paced environments

This role is a strong fit.