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 and 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

If you:
Take ownership of customer issues
Follow through until resolution
Thrive in structured, fast-paced environments
This role is a strong fit.