Customer Support Specialist

Pavago

14h • Remote

About The Position

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, and keep customers informed throughout. If you’re someone who follows through until the issue is fully resolved — this role fits.

Requirements

• 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

Nice To Haves

• Take ownership of customer issues end-to-end
• Organized
• Detail-oriented
• Execution-focused
• Communicate clearly and confidently
• Handle difficult situations with empathy + urgency
• Thrive in fast-paced, team-based environments

Responsibilities

• Create and manage cases in Salesforce
• Maintain clean, structured, and accurate records
• Document: Issues, Updates, Resolutions
• Assess urgency of incoming requests
• Prioritize cases based on impact and SLA
• Track case ownership and ensure steady progress
• Respond to customers within 24 hours or less
• Provide proactive updates throughout the case lifecycle
• Communicate clearly across: Email, Phone, Other channels
• Work closely with: Service teams, Installation teams, Receivables teams
• Coordinate across departments to resolve issues quickly
• Handle billing and invoice-related inquiries
• Assist with resolving discrepancies
• Support follow-ups on past-due accounts
• Investigate recurring issues and identify root causes
• Document findings and recommend improvements
• Help reduce repeat issues and inefficiencies
• Confirm satisfaction before closing cases
• Ensure every interaction is: Professional, Clear, Positive
• Encourage satisfied customers to leave reviews

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed