This is a remote position.
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.
