Customer Support Specialist (remote from anywhere)

1 hour, 33 minutes ago
Full-time
Junior
Customer and Technical Support
ScaleSource

ScaleSource

ScaleSource is a staffing and recruiting company that helps businesses grow their teams with high-performing remote professionals. They offer a cost-effective solution by handling the recruitment process and providing full-time remote team members at 7...

Professional Services
11-50

Description

  • Handle inbound and outbound customer communication across phone, email, SMS, and live chat.
  • Answer customer questions, resolve routine issues, and route items that need manager involvement.
  • Schedule, confirm, reschedule, and remind customers about appointments.
  • Perform light service recovery when appointments or service plans change or go wrong.
  • Maintain accurate CRM and help desk records, including notes, tags, statuses, and follow-up tasks.
  • Run billing disputes, complaints, and franchisee issues through the documented SOP.
  • Complete recurring franchise admin tasks, data entry, records, and documentation across multiple locations.
  • Follow up on open items until they are closed and keep customers informed throughout.
  • Keep the customer queue moving and prevent contacts from going unanswered.

Requirements

  • 3+ years in customer-facing or administrative support roles.
  • 60+ customer interactions per day for 6+ consecutive months, demonstrable experience required.
  • 2+ years using Zendesk, HubSpot, Salesforce, ServiceTitan, or a similar CRM/help desk system.
  • Fluent written and spoken English at a professional, customer-facing level.
  • Experience working across phone, email, SMS, and chat.
  • Experience scheduling, confirming, and rescheduling appointments.
  • Ability to follow a documented SOP precisely.
  • Strong organization skills with a personal system for tracking work.
  • Professional home office setup and reliable internet.
  • Must be available Monday–Friday, 9:00 AM–6:00 PM in PST, CST, or EST.
  • Willing to undergo the required training assessment during recruitment.
  • Experience supporting franchise, multi-location, or home-services businesses (preferred).
  • Experience with U.S.-based customers or U.S.-based companies (preferred).
  • Experience handling billing questions or complaint resolution (preferred).
  • Experience with service recovery after something goes wrong (preferred).
  • Experience working across multiple accounts or locations at once (preferred).
  • Experience improving a process, not just following one (preferred).
  • Conversational Spanish (preferred).
  • Familiarity with Gmail/Google Workspace, Google Sheets, VoIP/softphone tools, live chat tools, scheduling systems, Slack/WhatsApp, and Zoom/Google Meet is a plus.

Benefits

  • Remote work from anywhere.
  • Monday–Friday schedule, 9:00 AM–6:00 PM in PST, CST, or EST.
  • $1,250 USD/month for the first 90 days.
  • $1,500 USD/month after the first 90 days.
  • Raises, long-term stability, and future opportunities for strong performers.
  • Direct exposure to U.S.-based franchise operators.
  • Real ownership and responsibility from day one.
  • Multi-location exposure across scalable operations.

Interested in this position?

Apply directly on the company website

Apply Now

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