Customer Service and Support Associate

Job description

Accountabilities: Serve as a primary contact for non-technical customer requests through email, phone, chat, ticketing systems, and other support channels. Handle billing questions, account changes, contract and plan inquiries, training coordination, administrative requests, and other account-related needs. Take ownership of assigned cases from intake through resolution, maintaining clear communication and timely follow-up. Research customer questions and provide accurate, complete, and easy-to-understand responses while demonstrating empathy and professionalism. Manage an assigned case queue in line with service-level agreements, response-time expectations, productivity targets, and quality standards. Document customer interactions, actions, escalations, and resolutions accurately within CRM and support platforms. Follow established workflows, standard operating procedures, escalation paths, and quality requirements. Prioritize cases according to urgency, customer impact, and business processes while maintaining strong attention to detail. Collaborate with Customer Success, Onboarding & Implementation, Finance/Billing, Sales, Account Management, Technical Support, and Operations to resolve customer needs. Coordinate requests involving multiple internal teams and ensure effective handoffs with complete and relevant context. Identify recurring customer issues, process gaps, and sources of friction, sharing insights that can improve the overall customer experience. Contribute to internal documentation, knowledge resources, playbooks, workflows, and operational improvement initiatives. Use approved AI-assisted support tools, automation, and knowledge resources to improve the speed, consistency, and quality of customer support. Identify repetitive manual processes that could benefit from automation and contribute to continuous improvement initiatives. Support customer adoption of appropriate self-service resources and proactively communicate status and next steps when immediate resolution is not possible. Incorporate coaching and quality feedback to continuously improve individual performance and service delivery. Requirements: 2+ years of experience in Customer Support, Customer Operations, Account Services, Billing Operations, or another relevant customer-facing environment. Experience managing customer inquiries or cases in a high-volume environment with defined service-level and quality expectations. Strong written and verbal communication skills, with the ability to explain complex or detailed information clearly and professionally. Demonstrated ability to manage multiple priorities while maintaining accuracy, organization, and attention to detail. Strong problem-solving and research skills, with the ability to independently investigate customer questions and identify appropriate solutions. Experience collaborating across multiple internal departments to resolve customer requests. Familiarity with CRM, ticketing, customer support, or case-management platforms. Strong customer-service orientation, empathy, ownership, accountability, and professional judgment. Ability to handle challenging customer situations calmly and constructively. Strong organizational and time-management skills, with the ability to prioritize effectively in a fast-paced environment. Comfort working with performance metrics, SLAs, productivity expectations, and quality standards. Collaborative mindset and ability to build effective working relationships across functions. Adaptability and willingness to learn new products, systems, processes, tools, and policies. Process-oriented approach with an interest in identifying opportunities for continuous improvement. Preferred experience in healthcare technology, SaaS, or another highly regulated customer environment. Preferred experience handling billing, contracts, subscriptions, plans, or account-related inquiries. Experience with platforms such as Salesforce, Zendesk, Intercom, Jira, or knowledge-management systems is a plus. Familiarity with AI-assisted support platforms, automation tools, or AI-enabled workflows is advantageous. Eligibility to work in the United States without sponsorship is required. Benefits: Remote work opportunity anywhere within the United States, with flexibility depending on location and business needs. Target compensation of $18–$20 USD per hour in most U.S. locations, with final compensation based on factors such as location, market conditions, experience, and expertise. Day-one access to a comprehensive health and wellness benefits package. Annual wellness stipend. 401(k) plan with up to a 4% employer match and immediate vesting. Flexible and generous flexible time off (FTO). Employee Stock Purchase Program. Ongoing investment in professional development and career growth. Potential flexibility to work remotely, in-office, or in a hybrid arrangement where applicable. Distributed, remote-friendly working environment across multiple time zones. Potential travel to company headquarters in Denver, Colorado, or other North American office locations may be required. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service and Support Associate based in the United States. This remote role is an opportunity to become a trusted point of contact for customers with account, billing, contract, and operational needs.You will own customer requests from initial contact through resolution, ensuring every interaction is timely, accurate, and empathetic.Working across Customer Success, Finance, Sales, Technical Support, Operations, and Implementation, you will help resolve complex requests efficiently.The role combines customer service, case management, operational coordination, and continuous process improvement.You will work in a fast-paced SaaS environment where attention to detail and strong ownership directly influence customer satisfaction.You will also use modern support tools, knowledge resources, automation, and AI-assisted technologies to improve service quality and efficiency.This is an ideal opportunity for a customer-focused professional who enjoys solving problems, collaborating across teams, and continuously learning.