Customer Support Specialist

About This Role

PulseMediaNL is seeking a dedicated and customer-focused Customer Support Specialist to join our remote team. This role is essential for delivering high-quality support, resolving customer inquiries efficiently, and ensuring a positive experience that reflects our commitment to excellence.

**Responsibilities**

• Customer Support & Communication
• Respond to customer inquiries via email, chat, and other support channels in a timely manner
• Provide accurate information about products, services, and policies
• Resolve customer issues with professionalism, empathy, and efficiency
• Escalate complex issues to appropriate teams when necessary

**Issue Resolution & Case Management**

• Track, document, and manage customer interactions in support systems
• Follow up on open cases to ensure timely resolution
• Identify recurring issues and suggest improvements to reduce future inquiries
• Maintain detailed records of customer interactions and solutions provided

Customer Experience & Satisfaction

• Ensure a high level of customer satisfaction through clear and helpful communication
• Gather customer feedback and share insights with internal teams
• Contribute to improving support processes and customer experience strategies
• Help maintain a positive and customer-centric culture

Systems & Process Support

• Use customer support tools and CRM systems to manage inquiries
• Assist in updating help center articles, FAQs, and support documentation
• Follow established workflows and service standards
• Identify opportunities to improve support efficiency and workflows

Requirements About the Ideal Candidate

• 1–3 years of experience in customer support or a related role
• Excellent written and verbal communication skills
• Strong problem-solving abilities and attention to detail
• Ability to handle multiple inquiries and prioritize effectively
• Empathy and a customer-first mindset
• Comfortable working in a remote environment
• Proficiency with customer support tools and CRM systems is a plus
• Basic knowledge of Microsoft Office Suite or similar tools
• High school diploma or equivalent required; additional education is a plus

**What We Offer**

• Meaningful contribution through direct impact on customer satisfaction
• Remote-first flexibility to support work-life balance
• Opportunities for learning and career growth
• Collaborative and supportive team environment
• Competitive compensation aligned with experience
• Long-term stability within a growing and customer-focused organization

**Diversity & Inclusion** We are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and empowered to contribute. All qualified applicants are encouraged to apply.