Job Title: Customer Support Specialist
Reports to: General Manager
Location: Remote
Employment Type: Full-Time (40 hours/week)
Schedule: Monday to Saturday
Compensation: Base Salary ($1100 US) | PTO
Application: Please submit a cover letter and in addition, please include a brief response to the following question:
Question:
“How can I make sure that when I have to change a customer’s appointment — whether it’s due to lateness, rescheduling, or cancellation — the customer still leaves the interaction feeling that the adjustment was handled positively, with care, and maybe even to their benefit?”
Position Overview
We're seeking a Customer Support Specialist who excels at building genuine human connections. This is not just a customer service or sales position — we are looking for someone with a warm, conversational personality, the kind of person who makes others feel like they’re speaking to a friend or family member.
The ideal candidate thrives on empathetic communication, loves chatting with customers, and has a natural ability to make people feel seen, heard, and valued — even during challenging conversations. Every customer should hang up feeling better than when they called.
Key Responsibilities:
- Establish authentic, friendly rapport with customers across phone, chat, and email.
- Handle retention and cancellation calls with empathy and problem-solving mindset.
- Listen actively to customers’ concerns and work toward resolutions that genuinely serve their needs.
- Conduct follow-up calls to ensure satisfaction, build loyalty, and re-engage past clients.
- Perform "Welcome Calls" to build a strong first impression and clarify service expectations.
- Recognize opportunities to upsell services in a natural, non-pushy manner.
- Collaborate with the operations and scheduling team to ensure seamless customer experiences.
- Track interactions and outcomes in the CRM to inform retention strategies.
- Offer emotional intelligence and care in every interaction — customers should leave the call smiling.
What We’re Looking For:
- A naturally friendly, talkative, and compassionate personality — someone who enjoys real conversations.
- Experience in customer support, retention, or sales (cleaning industry is a plus).
- Strong listening and interpersonal skills; empathy is your superpower.
- Ability to de-escalate concerns and guide customers toward positive solutions.
- Excellent organizational skills and comfort with multitasking.
- Tech-savvy; comfortable with CRM software, spreadsheets, and digital communication tools.
- Self-motivated, proactive, and comfortable in a fast-paced environment.
What You’ll Love About Working With Us:
- A supportive, culture-driven team that values you as a person.
- Flexible hours and the ability to work remotely.
- Paid time off and recognition for outstanding work.
- Schedule: Monday-Saturday
Job Type: Full-time