# Customer Support Specialist

**Company:** [Pavago](http://jobs.workable.com/companies/oLah2TugS95w5whXCdpTG3.md)
**Location:** Remote
**Workplace:** remote
**Department:** Candidate Sourcing

[Apply for this job](http://jobs.workable.com/view/3ddc62ed-99c3-4149-83f9-a33026e054b9)

## Description

### **Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. Hours**

**Position Type:** Full-Time, Remote  
**Working Hours:** U.S. Business Hours

### **About the Role**

We’re hiring a **Customer Support Specialist** to **own customer cases, resolve issues quickly, and deliver a high-quality support experience**.

This is not just responding to tickets — you will:

-   Manage cases end-to-end
-   Coordinate across teams
-   Solve problems at the root
-   Keep customers informed throughout

**If you’re someone who follows through until the issue is fully resolved — this role fits.**

### **What You’ll Own**

### **Case Management & CRM Ownership**

-   Create and manage cases in Salesforce
-   Maintain **clean, structured, and accurate records**
-   Document:

-   Issues
-   Updates
-   Resolutions

-   Ensure full visibility across all customer interactions

### **Triage & Prioritization**

-   Assess urgency of incoming requests
-   Prioritize cases based on impact and SLA
-   Track case ownership and ensure steady progress
-   Ensure no case is left stagnant

### **Customer Communication**

-   Respond to customers within **24 hours or less**
-   Provide proactive updates throughout the case lifecycle
-   Communicate clearly across:

-   Email
-   Phone
-   Other channels

-   Ensure customers always know:

-   What’s happening
-   What’s next

### **Internal Collaboration**

-   Work closely with:

-   Service teams
-   Installation teams
-   Receivables teams

-   Coordinate across departments to resolve issues quickly
-   Escalate when needed to avoid delays

### **Billing Support**

-   Handle billing and invoice-related inquiries
-   Assist with resolving discrepancies
-   Support follow-ups on past-due accounts
-   Encourage customers to enroll in **auto-billing**

### **Problem Solving & Process Improvement**

-   Investigate recurring issues and identify root causes
-   Document findings and recommend improvements
-   Help reduce repeat issues and inefficiencies

### **Customer Experience Ownership**

-   Confirm satisfaction before closing cases
-   Ensure every interaction is:

-   Professional
-   Clear
-   Positive

-   Encourage satisfied customers to leave reviews

### **What Makes You a Strong Fit**

-   You take ownership of customer issues end-to-end
-   You are:

-   Organized
-   Detail-oriented
-   Execution-focused

-   You communicate clearly and confidently
-   You can handle difficult situations with empathy + urgency
-   You thrive in fast-paced, team-based environments

### **Required Experience & Skills**

-   2+ years in:

-   Customer support
-   Customer success
-   Service roles

-   Experience with CRM tools (preferably Salesforce)
-   Strong experience with:

-   Case management
-   Issue resolution

-   Excellent written and verbal English communication
-   Strong analytical and problem-solving skills
-   High attention to detail in documentation
-   Ability to manage multiple cases simultaneously
-   Familiarity with billing or receivables processes

### **What a Typical Day Looks Like**

-   Review and prioritize incoming customer cases
-   Communicate updates to customers proactively
-   Coordinate with internal teams to resolve issues
-   Handle billing-related inquiries
-   Update CRM records accurately
-   Identify patterns and suggest improvements

**In short:**  
You ensure **every customer issue is resolved quickly, clearly, and professionally.**

### **Key Metrics (KPIs)**

-   Case response time and resolution time
-   Customer satisfaction (CSAT)
-   CRM accuracy and completeness
-   Consistency of follow-ups and communication
-   Reduction in recurring issues

### **Why This Role Stands Out**

-   High ownership over customer experience
-   Cross-functional exposure (ops, billing, service)
-   Clear metrics and structured workflows
-   Opportunity to improve systems and processes
-   Strong foundation for growth into CS or Ops roles

### **Interview Process**

-   Initial Phone Screen
-   Video Interview with Recruiter
-   Client Interview
-   Offer & Onboarding

### **Apply Now**

If you:

-   Take ownership of customer issues
-   Follow through until resolution
-   Thrive in structured, fast-paced environments

This role is a strong fit.