Description
Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleWe’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-endCoordinate across teamsSolve problems at the rootKeep customers informed throughoutIf you’re someone who follows through until the issue is fully resolved — this role fits.What You’ll OwnCase Management & CRM OwnershipCreate and manage cases in SalesforceMaintain clean, structured, and accurate recordsDocument:IssuesUpdatesResolutionsEnsure full visibility across all customer interactionsTriage & PrioritizationAssess urgency of incoming requestsPrioritize cases based on impact and SLATrack case ownership and ensure steady progressEnsure no case is left stagnantCustomer CommunicationRespond to customers within 24 hours or lessProvide proactive updates throughout the case lifecycleCommunicate clearly across:EmailPhoneOther channelsEnsure customers always know:What’s happeningWhat’s nextInternal CollaborationWork closely with:Service teamsInstallation teamsReceivables teamsCoordinate across departments to resolve issues quicklyEscalate when needed to avoid delaysBilling SupportHandle billing and invoice-related inquiriesAssist with resolving discrepanciesSupport follow-ups on past-due accountsEncourage customers to enroll in auto-billingProblem Solving & Process ImprovementInvestigate recurring issues and identify root causesDocument findings and recommend improvementsHelp reduce repeat issues and inefficienciesCustomer Experience OwnershipConfirm satisfaction before closing casesEnsure every interaction is:ProfessionalClearPositiveEncourage satisfied customers to leave reviewsWhat Makes You a Strong FitYou take ownership of customer issues end-to-endYou are:OrganizedDetail-orientedExecution-focusedYou communicate clearly and confidentlyYou can handle difficult situations with empathy + urgencyYou thrive in fast-paced, team-based environmentsRequired Experience & Skills2+ years in:Customer supportCustomer successService rolesExperience with CRM tools (preferably Salesforce)Strong experience with:Case managementIssue resolutionExcellent written and verbal English communicationStrong analytical and problem-solving skillsHigh attention to detail in documentationAbility to manage multiple cases simultaneouslyFamiliarity with billing or receivables processesWhat a Typical Day Looks LikeReview and prioritize incoming customer casesCommunicate updates to customers proactivelyCoordinate with internal teams to resolve issuesHandle billing-related inquiriesUpdate CRM records accuratelyIdentify patterns and suggest improvementsIn short: You ensure every customer issue is resolved quickly, clearly, and professionally.Key Metrics (KPIs)Case response time and resolution timeCustomer satisfaction (CSAT)CRM accuracy and completenessConsistency of follow-ups and communicationReduction in recurring issuesWhy This Role Stands OutHigh ownership over customer experienceCross-functional exposure (ops, billing, service)Clear metrics and structured workflowsOpportunity to improve systems and processesStrong foundation for growth into CS or Ops rolesInterview ProcessInitial Phone ScreenVideo Interview with RecruiterClient InterviewOffer & OnboardingApply NowIf you:Take ownership of customer issuesFollow through until resolutionThrive in structured, fast-paced environmentsThis role is a strong fit.