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SUMMARY
The Customer Support Specialist is a client-facing role focused on delivering exceptional customer experience through proactive communication, relationship management, and light-touch support. This position is less technical in nature and centers on ensuring customer satisfaction, engagement, and retention across a high-volume portfolio of accounts.
The ideal candidate is highly proactive, organized, and an excellent communicator who can manage multiple client relationships effectively while maintaining a positive and solution-oriented approach.
JOB RESPONSIBILITIES
- Manage a portfolio of up to 150 customer accounts, ensuring consistent engagement and satisfaction.
- Serve as the primary point of contact for customer inquiries, providing timely and professional responses.
- Conduct regular check-ins with clients to maintain relationships and identify potential issues or opportunities.
- Act as a liaison between customers and internal technical teams for issue resolution.
- Track, update, and manage customer interactions within CRM and ticketing systems.
- Assist with order processing, quoting, and coordination using internal tools.
- Monitor customer health and proactively address concerns before escalation.
- Ensure all customer requests and activities are properly documented.
- Collaborate with internal teams to improve service delivery and customer experience.
- Maintain a positive and professional approach in all customer interactions.
Requirements
- Experience in customer support, customer success, or account management roles.
- Strong verbal and written communication skills (critical for success in this role).
- Proven ability to manage a high volume of accounts or interactions.
- Proactive mindset with strong ownership and accountability.
- Excellent organizational and multitasking skills.
- Problem-solving attitude with the ability to handle client concerns effectively.
- Positive, reliable, and customer-focused approach.
TECHNICAL SKILLS/TOOLS
- Experience with HubSpot (CRM) is required.
- Experience with ConnectWise (CPQ and order processing) is required.
- Familiarity with ticketing systems or customer management tools.
Details
