Customer Support and Sales Specialist

Overview

Customer Support and Sales Specialist | Remote (E-commerce Success Specialist) – A hybrid, results‑driven role where you own the customer experience from initial contact through retention and expansion.

• Customer Success & Retention – Serve as the primary point of contact for complex customer inquiries via chat, email, and phone; maintain high CSAT scores; proactively identify churn risks and implement retention strategies.
• Revenue Generation & Expansion – Listen to customer needs to identify upsell or cross‑sell opportunities; manage end‑to‑end sales processes, conduct product demonstrations, negotiate terms, and close deals to hit monthly revenue targets.
• Product Education – Become a product expert; articulate ROI and value propositions to help customers see the path to greater success.

• 1+ year combined experience in Customer Support, Customer Success, or Inside Sales, ideally within SaaS or e‑commerce.
• Exceptional verbal and written communication skills; ability to remain composed under pressure.
• Tech proficiency: familiarity with CRM (e.g., Hub Spot, Salesforce) and helpdesk software (e.g., Zendesk, Intercom).
• Metrics‑driven: motivation to exceed KPIs for service quality (CSAT, resolution time) and sales revenue (expansion quota).
• Understanding of e‑commerce business operations and customer service importance.

• Competitive base salary plus aggressive commission structure tied to expansion and retention revenue.
• 100% permanent work‑from‑home setup – zero commute.
• Comprehensive health coverage (HMO or monthly stipend) and generous paid time off.
• Clear career paths into Customer Success Management, Account Management, or Senior Sales roles.

• Reliable personal computer or laptop (i5 processor or modern equivalent).
• High‑speed wired internet (minimum 15 Mbps download and upload).
• Quiet, professional workspace suitable for uninterrupted customer interactions.