🌴 Collections & Customer Support Specialist - Job Code: 1791226066217

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:

Role: Collections & Customer Support Specialist

Monthly Rate: $1250 - $2150/month

Availability: Full-time - 40 hours/week

Time Zone: PDT Business Hours

==================================================

To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

1️⃣ English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.

2️⃣ Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️

3️⃣ 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Requirements

Experience Needed:

- Work AR collections: review invoices and customer contacts in Upflow, follow its automated email cadence, and make persistent collection calls.

- Handle initial customer support: answer inbound inquiries, help with basic account-access or product issues, screen and prioritize tickets, and assign or escalate them to the appropriate customer success rep.

- Approach payment conversations with customer retention in mind, exploring options rather than relying only on overdue-payment reminders.

Good to have:

- Some sales experience.

- Experience with Upflow or a similar AR system.

Non-negotiable Requirements:

- Persistent and comfortable making collection calls.

- Technically self-sufficient and able to troubleshoot basic issues while working remotely.

- Customer-focused, with flexible problem-solving in payment conversations.

Industry/Tools Experience:

Upflow (AR), Nutshell (CRM), Freshdesk (support tickets), MS Suite (Outlook and Teams)

Benefits

We’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨

✅ Competitive Salary – We recognize your skills and experience with a great compensation package.
✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?

✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.
✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.

✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.

✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!

✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.