Customer Support Specialist

Job Summary

Delivering premium voice support as the primary function, the full-time remote Customer Support Specialist will manage inbound customer calls, execute chat and email inquiries during non-call times, and ensure operational excellence while maintaining a high-quality customer experience.

Key Responsibilities

• Act as the primary point of contact for inbound customer phone calls, ensuring an empathetic and efficient customer experience
• Seamlessly transition to processing inbound customer emails and live chat inquiries during downtime in phone call volume
• Meet or exceed SLAs, QA benchmarks, and productivity expectations across phone, chat, and email channels

Required Qualifications

• 3+ years of heavy live phone support experience in a high-trust, regulated, or enterprise customer support environment
• Native or near-native English proficiency (verbal and written)
• Proven ability to manage difficult calls independently and drive resolutions via voice
• Strong written communication skills for effectively handling email and chat queues
• Experience with Zendesk or similar case management tools is a plus