Corporate Account Support Specialist

Sugarwish

1d•$20 - $22•Remote

About The Position

Sugarwish is hiring a seasonal Corporate Account Support Specialist for its Happiness Squad customer service team during the busy holiday season, approximately late October through early January. This remote role focuses on supporting corporate clients across email, chat, and phone. The specialist helps clients place orders, follows orders through completion, resolves problems, and owns complex issues escalated by other Happiness Squad members, including transferred calls. The role requires full availability during scheduled shifts, quick learning of company tools, and the ability to stay calm while assisting frustrated clients. The goal is to delight corporate clients and deliver happiness. The specialist works closely with Sales, Billing, Production, Shipping, Fulfillment, and Gift Concierges to keep orders moving and clients informed. The role also involves documenting account conversations in the CRM, identifying recurring problems, and escalating high-value issues to the Customer Service Manager when a decision is needed. The position requires commitment through the end of the season and schedule flexibility during the holiday peak. The hourly pay range is $20.00–$22.00, depending on experience, skills, and strengths. Applications are accepted until 10/22/2026.

Requirements

At least 2 years of experience in customer service or account support; experience serving business or corporate clients is ideal.
Experience owning client problems end to end, including identifying what went wrong, taking action, and communicating with the client about what happened and when.
Ability to respond quickly and reliably across email, chat, phone, and internal messages.
Strong written and verbal communication skills, with a warm, clear, and professional approach.
Comfort joining occasional client Zoom calls during business hours.
Good judgment about when to resolve an issue independently and when to escalate it.
Technical confidence, ability to learn new software quickly, and ability to work across several systems at once and identify errors in large recipient lists.
A reliable, distraction-free home workspace and full availability during scheduled shifts.
Ability to commit through the end of the season and accommodate peak-season schedule flexibility, including the possibility of some evenings and weekends in December.
Bachelor’s degree or equivalent professional experience; a bachelor’s degree is preferred.
Familiarity with help desk ticketing tools such as Zendesk, Salesforce Service Cloud, Freshdesk, or Gorgias.
Comfort using AI tools such as Claude Cowork to research issues, stay organized, and work efficiently.
Working knowledge of Google Workspace, especially Sheets for recipient lists and data cleanup.

Nice To Haves

Experience serving business or corporate clients.
Familiarity with corporate gifting, ecommerce, promotional products, or order fulfillment.
Bachelor’s degree.

Responsibilities

Serve as the friendly, knowledgeable first point of contact for corporate clients reaching Customer Service, handling most of their emails, chats, and phone calls.
Help clients place orders by answering questions, recommending appropriate options, and confirming order details.
Handle complex corporate issues escalated by the Happiness Squad, including transferred phone calls, chats, and emails.
Resolve order problems promptly by checking for related orders, submitting glitch tickets when needed, and updating the client and their sales representative.
Join Zoom calls with corporate clients when a live conversation is more effective than email.
Maintain clear account notes so the Happiness Squad and Sales team can understand the status of a conversation and continue it during the season; update relevant CRM notes.
Partner with Sales to maintain corporate client satisfaction and repeat business, and escalate high-value issues to the Customer Service Manager when a decision is needed.
Report recurring problems with specific details when the same failure reaches the specialist three times.
Manage holiday shipping deadlines, cutoff dates, and the last-week surge, with the schedule flexibility required during peak season.
Coordinate with Billing, Production, and Shipping via Slack to keep orders moving without requiring clients to chase updates.
When Fulfillment flags a delay, work with the Gift Concierge to decide whether, when, and how to notify the client.
Own the white-glove escalation path for corporate order issues and prioritize immediate support requests from Gift Concierges.