Customer Service Specialist

SORACOM

23d•Remote

About The Position

You will serve as a key member of the team in the Americas and will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world. As a Customer Service Specialist, you will play a critical role in managing and supporting customer and partner accounts. You will assist with customer and partner communications, the administration of customer and partner accounts, and other customer service functions. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer experiences.

Requirements

2-4 years of customer service or account management experience.
Strong verbal and written communication skills.
Ability to work independently in a remote environment.
Extensive experience working with Salesforce and Slack
Strong attention to detail and a commitment to accuracy, with the ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data before they impact customers or internal teams.

Nice To Haves

Proficiency with invoicing tools and shipping logistics platforms is a plus.
Familiarity with order fulfillment and logistics processes is a plus.
You also speak Spanish
You have worked with partners before as part of the sales cycle

Responsibilities

Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience.
Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions.
Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed.
Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams.
Demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.

Benefits

Flexible scheduling that supports productivity and work-life balance while accommodating customer needs and team collaboration
Access to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best work
Opportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challenges
Skills-based career progression, with advancement based on impact, contribution, and performance rather than tenure
Collaborative, globally distributed team environment with experienced and highly capable colleagues across the US, Europe, and Japan
Comprehensive health benefits including medical, dental, and vision coverage
Retirement benefits, including a 401(k) plan and company match
Life insurance, including basic, voluntary, and AD&D coverage
Paid time off, including vacation, sick leave, volunteer time and company-observed holidays
Family-friendly benefits, including maternity, paternity, and parental leave
Short-term and long-term disability benefits
Employee stock option program