Customer Support Specialist

Overview

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

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.