Customer Service and Support Associate

New

Based in the United StatesFull-TimeMiddle

Salary$18–$20 USD per hour

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Job Details

2+ years of experience in Customer Support, Customer Operations, or Account Services.
Experience managing customer cases in a high-volume environment with defined SLAs.
Strong written and verbal communication skills.
Demonstrated ability to manage multiple priorities with high attention to detail.
Strong problem-solving and research skills for independent investigation.
Experience collaborating across multiple internal departments.
Familiarity with CRM, ticketing, or case-management platforms.
Ability to handle challenging customer situations calmly.
Comfort working with performance metrics and productivity expectations.
Adaptability and willingness to learn new systems and tools.
Preferred: Experience in healthcare technology or SaaS.
Preferred: Experience with billing, contracts, or subscriptions.
Preferred: Proficiency with Salesforce, Zendesk, Intercom, or Jira.
Preferred: Familiarity with AI-assisted support platforms or automation tools.

Serve as a primary contact for non-technical customer requests via email, phone, and chat.
Manage billing questions, account changes, contract inquiries, and administrative requests.
Take ownership of assigned cases from intake through resolution with timely follow-up.
Document customer interactions, actions, and resolutions within CRM and support platforms.
Prioritize cases according to urgency and impact while maintaining quality standards.
Collaborate with internal departments including Finance, Sales, and Technical Support to resolve customer needs.
Identify recurring customer issues and process gaps to improve service quality.
Contribute to internal knowledge resources, playbooks, and continuous improvement initiatives.
Use AI-assisted support tools and automation to improve efficiency and consistency.

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