Client Services Specialist

Phone calls, emails, and live chat connect this Client Services Specialist with clients who need clear answers and dependable follow-through. The role focuses on customer care, resolving service questions and keeping clients informed so requests do not stall between contacts. It sits within the customer service team, works under a customer service team lead, and collaborates with the support team and service specialists.

This is a fully remote, desk-based position offering work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming service tickets, emails, and chat requests, identifying the client's question, previous contacts, urgency, and appropriate next step before responding.
• Answer client calls through a contact-center phone system such as Talkdesk, clarify service needs, and explain available assistance without making unsupported commitments.
• Check client contact information and relevant service history in a CRM such as Zoho CRM before discussing request details or updating an existing interaction.
• Manage assigned requests through a support platform such as Zendesk, recording the question, checks completed, guidance provided, ownership, and next action.
• Respond through a live chat such as Intercom, using clear explanations and confirming that the client understands the information and any next steps.
• Consult approved product and service information to explain service features, routine procedures, and available support options consistently across communication channels.
• Handle complaints calmly, acknowledge the client's concern, and apply approved solutions within the role's authority while maintaining respectful, professional communication.
• Escalate unresolved questions, repeated service difficulties, or requests outside assigned authority to the customer service team lead or appropriate service specialist with complete context.
• Follow up on open requests at agreed intervals, obtain updates from the support team, communicate progress, and confirm resolution before closing tickets.
• Review work against customer service metrics covering accuracy, turnaround, complete notes, and follow-up; use feedback to improve complaint handling and service-level management.

• High school diploma or equivalent.
• About 1-2 years of client services or customer support experience preferred, particularly handling questions and maintaining continuity across multiple contacts.
• Familiarity with customer service systems, including CRM tools, support platforms, phone queues, and chat channels; willingness to learn the example systems named above.
• Ability to interpret product and service information, distinguish routine questions from exceptions, and recognize when a request needs specialist attention.
• Clear written communication and professional speaking skills, including explaining next steps, summarizing concerns, and adjusting explanations to the client's understanding.
• Customer relationship development skills, with patience, sound judgment, and a practical approach to restoring confidence after service difficulties.
• Ability to maintain accurate ticket notes, prioritize open requests, and use feedback to strengthen service consistency without sacrificing careful review.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

• Fully remote work from home in a desk-based client services role.
• Structured onboarding and training on the named systems, service information, and request-handling procedures.
• Regular check-ins with the customer service team lead for feedback and guidance.
• Opportunities to build customer care, complaint handling, and cross-channel communication skills through everyday service work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.