Customer Support Specialist

# Customer Support Specialist
> Pavago · Mexico (Remote) · — · Posted 2026-05-20
**Workplace:** remote
**Department:** Candidate Sourcing
## Description
### **Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. Hours**
**Position Type:** Full-Time, Remote
**Working Hours:** U.S. Business Hours
### **About the Role**
We’re hiring a **Customer Support Specialist** to **own customer cases, resolve issues quickly, and deliver a high-quality support experience**.

This is not just responding to tickets — you will

• Manage cases end-to-end
• Coordinate across teams
• Solve problems at the root
• Keep customers informed throughout

**If you’re someone who follows through until the issue is fully resolved — this role fits.**
### **What You’ll Own**
### **Case Management & CRM Ownership**

• Create and manage cases in Salesforce
• Maintain **clean, structured, and accurate records**
• Document:
• Issues
• Updates
• Resolutions
• Ensure full visibility across all customer interactions

### **Triage & Prioritization**

• Assess urgency of incoming requests
• Prioritize cases based on impact and SLA
• Track case ownership and ensure steady progress
• Ensure no case is left stagnant

### **Customer Communication**

• Respond to customers within **24 hours or less**
• Provide proactive updates throughout the case lifecycle
• Communicate clearly across:
• Email
• Phone
• Other channels
• Ensure customers always know:
• What’s happening
• What’s next

### **Internal Collaboration**

• Work closely with:
• Service teams
• Installation teams
• Receivables teams
• Coordinate across departments to resolve issues quickly
• Escalate when needed to avoid delays

### **Billing Support**

• Handle billing and invoice-related inquiries
• Assist with resolving discrepancies
• Support follow-ups on past-due accounts
• Encourage customers to enroll in **auto-billing**

### **Problem Solving & Process Improvement**

• Investigate recurring issues and identify root causes
• Document findings and recommend improvements
• Help reduce repeat issues and inefficiencies

### **Customer Experience Ownership**

• Confirm satisfaction before closing cases
• Ensure every interaction is:
• Professional
• Clear
• Positive
• Encourage satisfied customers to leave reviews

### **What Makes You a Strong Fit**

• You take ownership of customer issues end-to-end
• You are:
• Organized
• Detail-oriented
• Execution-focused
• You communicate clearly and confidently
• You can handle difficult situations with empathy + urgency
• You thrive in fast-paced, team-based environments

### **Required Experience & Skills**

• 2+ years in:
• Customer support
• Customer success
• Service roles
• Experience with CRM tools (preferably Salesforce)
• Strong experience with:
• Case management
• Issue resolution
• Excellent written and verbal English communication
• Strong analytical and problem-solving skills
• High attention to detail in documentation
• Ability to manage multiple cases simultaneously
• Familiarity with billing or receivables processes

### **What a Typical Day Looks Like**

• Review and prioritize incoming customer cases
• Communicate updates to customers proactively
• Coordinate with internal teams to resolve issues
• Handle billing-related inquiries
• Update CRM records accurately
• Identify patterns and suggest improvements

**In short:**
You ensure **every customer issue is resolved quickly, clearly, and professionally.**
### **Key Metrics (KPIs)**

• Case response time and resolution time
• Customer satisfaction (CSAT)
• CRM accuracy and completeness
• Consistency of follow-ups and communication
• Reduction in recurring issues

### **Why This Role Stands Out**

• High ownership over customer experience
• Cross-functional exposure (ops, billing, service)
• Clear metrics and structured workflows
• Opportunity to improve systems and processes
• Strong foundation for growth into CS or Ops roles

### **Interview Process**

• Initial Phone Screen
• Video Interview with Recruiter
• Client Interview
• Offer & Onboarding

### **Apply Now**

If you

• Take ownership of customer issues
• Follow through until resolution
• Thrive in structured, fast-paced environments

This role is a strong fit.
## Apply
[Apply at Pavago](https://apply.workable.com/pavago/j/97F6A6AECB/apply)
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