Client Support Specialist EC
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Key details
- Location
- San Francisco, CA, United States
- Work style
- Remote
- Level
- Mid level
- Job type
- Full-time
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 4w ago
Skills
account managementcrmcustomer servicecustomer support
About the role
We are seeking a proactive and client-focused Client Support Specialist to provide professional assistance, resolve client concerns, and ensure a positive experience throughout the client relationship. The ideal candidate is an excellent communicator who can understand client needs, manage requests efficiently, and build strong professional relationships.
Responsibilities
- Respond to client inquiries through email, phone, chat, and other communication channels.
- Provide accurate and timely information based on client needs and company procedures.
- Assist clients with questions, requests, account-related issues, and service concerns.
- Troubleshoot problems and provide effective solutions in a professional manner.
- Follow up with clients to ensure their requests have been properly resolved.
- Escalate complex or sensitive issues to the appropriate internal team.
- Maintain accurate records of client interactions, requests, and resolutions.
- Monitor open requests and ensure timely follow-up and resolution.
- Identify recurring client concerns and communicate feedback to internal teams.
- Collaborate with different departments to resolve client issues efficiently.
- Maintain a professional, responsive, and client-focused approach in all interactions.
- Follow company policies, procedures, and service standards.
Required Skills
- Excellent verbal and written communication skills.
- Strong client service and relationship-building skills.
- Strong problem-solving and critical-thinking abilities.
- Excellent active listening and interpersonal skills.
- Strong attention to detail and organizational skills.
- Ability to manage multiple requests and priorities.
- Ability to remain calm and professional when handling challenging situations.
- Comfortable using CRM systems, ticketing platforms, email, chat, and other digital tools.
- Strong follow-up and time-management skills.
- Ability to learn new systems and processes quickly.
Requirements
- Previous experience in client support, customer service, customer support, account management, or a similar role.
- Strong communication and interpersonal skills.
- Ability to work independently and collaborate effectively with internal teams.
- Ability to manage multiple client requests while maintaining service quality.
- Strong organizational and time-management skills.
- Reliable internet connection and a suitable setup for remote work.
- Professional, proactive, and client-oriented attitude.
- English proficiency is required if the position involves supporting English-speaking clients.
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