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:
- 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-pace