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.