Customer Support Specialist

Job Description

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.