Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

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.

• Create and manage cases in Salesforce
• Maintain clean, structured, and accurate records
• Document:
• • Issues
  • Updates
  • Resolutions
• Ensure full visibility across all customer interactions

• 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

• 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

• Work closely with:
• • Service teams
  • Installation teams
  • Receivables teams
• Coordinate across departments to resolve issues quickly
• Escalate when needed to avoid delays

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

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

• Confirm satisfaction before closing cases
• Ensure every interaction is:
• • Professional
  • Clear
  • Positive
• Encourage satisfied customers to leave reviews

• 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

• 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

• 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.

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

• 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

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

If you:

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

This role is a strong fit.