Corporate Account Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for corporate clients through email, chat, and phone.

• Assist clients in placing orders and confirming order details.

• Address complex corporate issues that have been escalated from the Happiness Squad.

• Monitor related orders and generate glitch tickets as necessary.

• Keep clients and sales representatives informed about order-related issues.

• Participate in Zoom meetings with corporate clients to resolve issues.

• Maintain detailed account notes and update CRM records accordingly.

• Collaborate with Sales to retain corporate clients and escalate significant issues to the Customer Service Manager.

• Report recurring failures with specific details for improvement.

• Manage holiday shipping deadlines, cutoff dates, and peak-season demand surges.

• Communicate with Billing, Production, and Shipping teams via Slack.

• Work with the Gift Concierge on fulfillment delays and client notifications.

• Oversee the white-glove escalation process for corporate order issues.

• Prioritize immediate assistance for Gift Concierges.

⛳️ Requirements

• A minimum of 2 years in customer service or account support, preferably with business or corporate clients.

• Proven experience managing a client issue from start to finish.

• Quick, reliable responses via email, chat, phone, and internal messaging.

• Excellent written and verbal communication skills.

• Willingness to join occasional client Zoom calls during business hours.

• Good judgment regarding when to independently resolve issues and when to escalate them.

• Ability to quickly learn new software and navigate multiple systems.

• Skill in identifying errors in large recipient lists.

• A reliable, distraction-free home workspace with full availability during scheduled shifts.

• Commitment through the end of the season, including potential evenings and weekends in December.

• Bachelor's degree preferred or equivalent professional experience.

• Familiarity with help desk ticketing systems such as Zendesk, Salesforce Service Cloud, Freshdesk, or Gorgias.

• Comfortable utilizing AI tools like Claude Cowork.

• Working knowledge of Google Workspace, particularly Sheets.

• Familiarity with corporate gifting, e-commerce, promotional products, or order fulfillment is highly advantageous.

🏝️ Benefits

• Seasonal employment until the end of the season.

• Remote work opportunities.

• Flexible scheduling during peak season.

• Chance to work with AI tools and customer support technologies.