Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Business HoursAbout the RoleWe’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-endCoordinate across teamsSolve problems at the rootKeep customers informed throughoutIf you’re someone who follows through until the issue is fully resolved — this role fits.What You’ll OwnCase Management & CRM OwnershipCreate and manage cases in SalesforceMaintain clean, structured, and accurate recordsDocument:IssuesUpdatesResolutionsEnsure full visibility across all customer interactionsTriage & PrioritizationAssess urgency of incoming requestsPrioritize cases based on impact and SLATrack case ownership and ensure steady progressEnsure no case is left stagnantCustomer CommunicationRespond to customers within 24 hours or lessProvide proactive updates throughout the case lifecycleCommunicate clearly across:EmailPhoneOther channelsEnsure customers always know:What’s happeningWhat’s nextInternal CollaborationWork closely with:Service teamsInstallation teamsReceivables teamsCoordinate across departments to resolve issues quicklyEscalate when needed to avoid delaysBilling SupportHandle billing and invoice-related inquiriesAssist with resolving discrepanciesSupport follow-ups on past-due accountsEncourage customers to enroll in auto-billingProblem Solving & Process ImprovementInvestigate recurring issues and identify root causesDocument findings and recommend improvementsHelp reduce repeat issues and inefficienciesCustomer Experience OwnershipConfirm satisfaction before closing casesEnsure every interaction is:ProfessionalClearPositiveEncourage satisfied customers to leave reviewsWhat Makes You a Strong FitYou take ownership of customer issues end-to-endYou are:OrganizedDetail-orientedExecution-focusedYou communicate clearly and confidentlyYou can handle difficult situations with empathy + urgencyYou thrive in fast-paced, team-based environmentsRequired Experience & Skills2+ years in:Customer supportCustomer successService rolesExperience with CRM tools (preferably Salesforce)Strong experience with:Case managementIssue resolutionExcellent written and verbal English communicationStrong analytical and problem-solving skillsHigh attention to detail in documentationAbility to manage multiple cases simultaneouslyFamiliarity with billing or receivables processesWhat a Typical Day Looks LikeReview and prioritize incoming customer casesCommunicate updates to customers proactivelyCoordinate with internal teams to resolve issuesHandle billing-related inquiriesUpdate CRM records accuratelyIdentify patterns and suggest improvementsIn short: You ensure every customer issue is resolved quickly, clearly, and professionally.Key Metrics (KPIs)Case response time and resolution timeCustomer satisfaction (CSAT)CRM accuracy and completenessConsistency of follow-ups and communicationReduction in recurring issuesWhy This Role Stands OutHigh ownership over customer experienceCross-functional exposure (ops, billing, service)Clear metrics and structured workflowsOpportunity to improve systems and processesStrong foundation for growth into CS or Ops rolesInterview ProcessInitial Phone ScreenVideo Interview with RecruiterClient InterviewOffer & OnboardingApply NowIf you:Take ownership of customer issuesFollow through until resolutionThrive in structured, fast-paced environmentsThis role is a strong fit.
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:
- 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:
- 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.
Pavago - Connecting You to Global Remote Opportunities 🌍At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.🌟 Why Consider Opportunities Through Pavago?Competitive Pay: Command the salary you deserve, regardless of where you reside.Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀Explore global opportunities with us today!"
Pavago - Connecting You to Global Remote Opportunities 🌍
At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.
🌟 Why Consider Opportunities Through Pavago?
Competitive Pay: Command the salary you deserve, regardless of where you reside.
Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.
Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.
Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.
Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀
Explore global opportunities with us today!"
