Customer Support Specialist

The Customer Support Specialist supports customers across the operational execution of closed sales and post-sale customer lifecycle, including payment processing, account setup, onboarding, renewals, access support, and issue escalation. This role combines customer support, operational follow-through, and quality support, with clearly documented workflows and systems.

The role begins with access-related support, subscription processing, onboarding, and renewals, then expands into bug identification and reproduction as the specialist progresses through training.

This is a fully remote position, open to candidates in any U.S. time zone, with required availability during Eastern Time business hours. Performance and progression are guided by a defined goals framework and tracked through internal systems.

• Fully remote (U.S.
  
  -based only)
• Applicants may reside in any U.S. time zone
• Must be able to work Eastern Time business hours
• Must be authorized to work in the United States
• U.S. citizenship or permanent residency (green card holder) is required
• Ability to travel once per year for a company-paid retreat (approximately one week)

• Triage incoming customer support tickets and determine appropriate next actions
• Resolve user access issues, including login problems, MFA issues, account inactivity, and activation concerns
• Verify user, company, and account status across internal systems before taking action
• Communicate with customers using approved templates and documented workflows
• Maintain clear internal notes documenting actions taken and reasoning

• Process new subscription requests using established billing workflows
• Track subscription requests and status using task and workflow management systems
• Monitor billing activity, including invoice generation and payment receipt
• Perform required customer follow‑ups regarding billing status
• Ensure all steps are completed accurately and documented for reporting and audit purposes

• Monitor upcoming renewals to ensure timely processing
• Verify that automated renewals are sent successfully
• Manually process renewal invoices when automation does not apply
• Track renewal status and follow up as needed to ensure completion
• Document renewal activity clearly in customer and task tracking systems

• Onboard new customers or tenants in internal admin systems
• Create and configure new companies, users, and required associations
• Associate subscriptions, billing details, and required configurations during onboarding
• Confirm onboarding completion and follow up with customers using approved communication templates

• Accurately route tickets that fall outside of standard support scope
• Distinguish between platform questions, sales‑related requests, compliance or guidance inquiries, feature requests, and potential bugs
• Escalate issues appropriately rather than guessing or providing incomplete information
• Consult internally when guidance is required prior to responding

• Identify customer reports that may indicate a platform defect
• Reproduce reported issues by following documented steps
• Clearly document steps to reproduce, expected behavior, and actual behavior
• Escalate well‑documented findings to the Quality Assurance team via established escalation workflows

• Hub Spot
• Jira
• Stripe
• Microsoft Office

This role follows a structured training and progression plan with defined expectations and timelines. Expansion of responsibilities is based on demonstrated accuracy, consistency, and judgment.

Performance is evaluated using:

• Ticket activity and documentation quality
• Task completion and workflow accuracy
• Subscription, onboarding, and renewal accuracy
• Quality of escalations and bug reports
• Manager review and feedback

• Company‑paid annual retreat for in‑person collaboration and team building
• Supportive, collaborative team culture
• Opportunity to grow into quality, technical, and operational responsibilities
• Direct impact on customer experience and…