Customer Support Specialist

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.