Customer Support Specialist -

About the Role

We are looking for a Customer Support Specialist to join a growing customer service operation supporting customers across the United States.

In this role, you will be one of the primary points of contact for customers, providing helpful, patient, and clear support primarily over the phone. You will work with a broad and continuously evolving product catalog, so success in this position requires strong communication skills, curiosity, adaptability, and the ability to quickly learn and retain new information.

Many of the customers you will support are adults aged 50 and older, making patience, empathy, active listening, and the ability to explain information clearly especially important.

This is an excellent opportunity for someone with solid phone-based customer support experience who enjoys helping people, learning about products, and working in a fast-growing environment.

What You’ll Do

• Handle inbound customer support calls from U.S.-based customers.

• Assist customers with product questions, troubleshooting, order-related inquiries, and general support needs.

• Provide patient, empathetic, and easy-to-understand guidance throughout each interaction.

• Adapt your communication style based on the customer's needs and level of familiarity with the product.

• Learn and maintain knowledge of a large and diverse product catalog.

• Stay current on product updates, training materials, procedures, and internal process changes.

• Accurately identify customer needs and guide them toward the appropriate solution.

• Confirm customer understanding and clearly communicate next steps.

• Document customer interactions and relevant information accurately.

• Collaborate with internal teams when additional assistance or escalation is required.

• Provide occasional support to Spanish-speaking customers when needed.

What We’re Looking For

Required Qualifications

• At least 1 year of professional phone-based customer support experience.

• Previous experience in a role where handling customer calls was a regular and significant responsibility.

• Advanced English proficiency — C1 preferred, with strong B2 candidates also considered.

• Clear and effective spoken communication skills for interacting with U.S.-based customers.

• Strong patience, empathy, active listening, and customer service skills.

• Ability to learn, retain, and explain a significant amount of product information.

• Comfortable working in an environment where products, processes, and training materials may change regularly.

• Strong problem-solving skills and the ability to remain calm when assisting frustrated or confused customers.

• Availability to work within the required U.S. Central Time operating hours.

• Availability for schedules that may include weekends.

Nice to Have

• Previous experience supporting customers based in the United States.

• Fluent or advanced Spanish.

• Experience supporting a large or complex product catalog.

• Experience assisting older customer demographics.

• Previous experience in e-commerce, consumer products, retail, home improvement, gardening, or another product-based customer service environment.

Schedule & Working Conditions

• Full-time

• Remote – Latin America

• Current customer support operating hours: 8:00 AM to 5:00 PM U.S. Central Time (CT)

• Customer support operations run Monday through Sunday

• Individual schedules may include weekdays and weekends, with scheduled days off based on business needs

• Candidates must be comfortable with weekend availability

• Support hours may expand in the future as the operation continues to grow

What Success Looks Like

You may be a strong fit for this role if you:

• Feel comfortable spending a significant part of your workday speaking with customers by phone.

• Can explain the same topic patiently in different ways until a customer understands.

• Enjoy becoming knowledgeable about products and using that knowledge to solve problems.

• Can remain calm and professional when customers are frustrated.

• Learn quickly and adjust well when procedures change.

• Take ownership of customer questions instead of immediately looking to transfer or escalate them.

• Understand that excellent customer service is not only about solving the issue, but also about making the customer feel heard and supported.

Join Us

If you have strong phone-based customer support experience, enjoy helping people, and are looking for a long-term remote opportunity where you can continue learning and growing, we would love to hear from you.

Apply today and take the next step in your customer support career.