Customer Support Specialist

Description

Summary: Own customer cases, resolve issues quickly, and deliver a high-quality support experience by managing cases end-to-end and coordinating across teams. Highlights: 1. High ownership over customer experience 2. Opportunity to improve systems and processes 3. Strong foundation for growth into CS or Ops roles **Customer Support Specialist (CRM, Case Management, Billing Support) – Remote \| U.S. Hours****Position Type:** Full\-Time, Remote **Working Hours:** U.S. Business Hours **About the Role** We’re hiring a **Customer Support Specialist** to **own customer cases, resolve issues quickly, and deliver a high\-quality support experience**. This is not just responding to tickets — you will: * Manage cases end\-to\-end * Coordinate across teams * 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.