Customer Support Specialist

Role Summary

• Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. Hours
• 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.

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)

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

If you

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

This role is a strong fit.

Responsibilities

• Case Management & CRM Ownership
• Create and manage cases in Salesforce
• Maintain clean, structured, and accurate records

Requirements

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

About the Company

Work directly with leadership in a highly visible role.

Operate at the forefront of AI, marketing, and automation.

Gain exposure across content, growth, outreach, events, and operations.

Significant ownership and creative freedom.

Opportunity to build systems that directly impact business growth.

Fully remote work environment.

Additional Information

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