Customer Support Specialist

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

📋 Description

• Address incoming customer tickets, emails, and escalations while adhering to established SLA targets.

• Resolve typical requests by utilizing documented playbooks and knowledge base resources.

• Escalate requests that fall outside of documented processes to the Customer Experience Manager or Director.

• Process customer data submissions and reporting requests following outlined workflows.

• Verify equipment details, product specifications, and supporting documentation against source records.

• Research and confirm asset and equipment specifications.

• Amend customer records, including addresses, model numbers, and any missing fields.

• Conduct daily data processing and cross-referencing across systems.

• Execute bulk data uploads, mass record updates, and utilize established batch automation tools.

• Manage stuck and blocked queues and escalate any tooling deficiencies.

• Ensure the accuracy of contact, company, and ticket information in HubSpot.

• Identify and merge duplicate records, fill in missing fields, and accurately log customer interactions.

• Conduct spot checks for accuracy on reports and processed submissions before delivery to customers.

• Handle customer onboarding and offboarding documentation.

• Maintain shared trackers and team process documentation.

• Assist with routine reporting tasks and list building for customer communications.

• Highlight missing, unclear, or outdated process documentation.

⛳️ Requirements

• Excellent, professional written communication skills with the capability to write directly to customers with minimal revisions.

• Proven attention to detail and sustained accuracy in repetitive, high-volume tasks.

• Capability to consistently follow documented processes and identify situations that deviate from them.

• Proficiency in spreadsheets, including sorting, filtering, and basic formulas.

• Proficient with or quick to learn CRM and helpdesk platforms.

• HubSpot preferred; experience with Zendesk, Salesforce, or similar platforms is acceptable.

• Ability to manage a work queue independently without daily supervision.

• Willingness to quickly learn new software, including AI-assisted tools.

• Sound judgment regarding when to escalate issues instead of attempting to resolve them.

• Dependability and responsiveness during established business hours.

🏝️ Benefits

• 100% remote work.

• Medical, vision, and dental coverage provided at no cost for employees and their families.

• Option to purchase upgraded medical, vision, and dental coverage at a minimal cost to employees.

• FSA, HSA, and dependent care accounts available.

• Life insurance coverage offered.

• Employer-paid cell phone service.

• 401(k) with employer match up to 4%.

• Stock options available.

• 15 vacation days granted during the calendar year.

• Paid holidays, including the week between Christmas and New Year’s Day.

• Floating holiday for your birthday.

• Sick days available.

• Paid parental leave offered.

• Flexible work environment.

• Broad responsibilities with a high degree of autonomy.

• Supportive, collaborative workplace culture.

• Equal opportunity employer.