Customer Support Specialist

We're hiring a Customer Support Specialist to own customer cases, resolve issues quickly, and deliver a high-quality support experience. As a Customer Support Specialist, you will be responsible for managing cases end-to-end, coordinating across teams, solving problems at the root, and keeping customers informed throughout. This role fits someone who follows through until the issue is fully resolved.

Requirements

• Manage cases end-to-end
• Coordinate across teams
• Solve problems at the root
• Keep customers informed throughout
• Create and manage cases in Salesforce
• Maintain clean, structured, and accurate records
• Document issues, updates, and resolutions
• Assess urgency of incoming requests
• Prioritize cases based on impact and SLA
• Track case ownership and ensure steady progress
• Respond to customers within 24 hours or less
• Provide proactive updates throughout the case lifecycle
• Communicate clearly across email, phone, and other channels
• Ensure customers always know what's happening and what's next
• Work closely with service teams, installation teams, and receivables teams
• Coordinate across departments to resolve issues quickly
• Escalate when needed to avoid delays
• Handle billing and invoice-related inquiries
• Assist with resolving discrepancies
• Support follow-ups on past-due accounts
• Encourage customers to enroll in auto-billing
• Investigate recurring issues and identify root causes
• Document findings and recommend improvements
• Help reduce repeat issues and inefficiencies
• Confirm satisfaction before closing cases
• Ensure every interaction is professional, clear, and positive
• Encourage satisfied customers to leave reviews

Benefits

• Opportunity for growth into CS or Ops roles
• High ownership over customer experience
• Cross-functional exposure (ops, billing, service)
• Clear metrics and structured workflows
• Opportunity to improve systems and processes