Customer Support Specialist

 Location: US-Remote

(AL,AZ,CA,CO,CT,DC,FL,GA,ID, IL,IN,MA,MD, MI, MO, NC, NH, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, VA, WA, WI)
Type: Full-Time, Hourly + Commission

About DMS

Digital Media Solutions (DMS) is a performance-driven digital marketing company that connects consumers and brands through data, technology, and proprietary media platforms. Our systems power high-volume customer acquisition and real-time decisioning across multiple verticals.

We operate in high-volume, transaction-intensive environments and partner closely with clients to deliver measurable outcomes through analytics, optimization, and operational execution.

About the Role

We are looking for a motivated, solution-oriented Customer Support Specialist to join our team.

In this role, you will serve as a frontline resource for customers navigating DMS products and services, helping resolve issues, answer questions, and provide a positive customer experience across every interaction. You will work closely with Customer Success Managers and internal teams to support post-sales customer needs in a fast-paced, high-volume environment.

The ideal candidate is organized, responsive, and able to communicate clearly while managing multiple customer inquiries effectively.

Why Join DMS?

At DMS, customer experience plays a critical role in how we support and retain our partners.

In this role, you’ll work directly with customers and internal teams to help resolve issues, improve processes, and contribute to a high-quality support experience. You’ll gain exposure to a fast-paced digital marketing environment while building valuable customer support and problem-solving skills.

Key Responsibilities:

Customer Support

• Investigate and resolve inbound customer inquiries related to DMS products and services
• Guide customers through website navigation and troubleshoot technical issues
• Provide timely, professional, and solution-oriented support across customer interactions

Cross-Functional Partnership

• Partner with Customer Success Managers and sales teams to support post-sales customer needs
• Collaborate with internal teams to resolve customer issues and improve service delivery

Case Management & Documentation

• Log calls, cases, and support requests accurately and consistently
• Maintain organized customer records and follow established support processes

Issue Identification & Process Improvement

• Identify recurring customer issues and communicate trends to internal stakeholders
• Support efforts to improve customer experience and operational efficiency

Required Qualifications:

Experience

• 2+ years of inbound customer support experience
• Associate’s degree or higher

Technical & Professional Skills

• Strong written, verbal, and interpersonal communication skills
• Proficiency with Microsoft Office Suite
• Ability to manage time effectively and work independently in a remote environment

Preferred Qualifications

• Experience working in a SaaS environment
• Familiarity with Salesforce or similar CRM platforms

Compensation:

The hourly rate for this position is $21.50/hour plus uncapped performance-based commission. Candidates will be considered in totality of their skills and experience.