This role is central to delivering a high-quality customer experience within a fast-evolving IoT environment. As a Customer Support Specialist, you will handle escalated inquiries involving billing, renewals, cancellations, and technical aspects of products and services, ensuring accurate and timely resolutions across phone, email, and chat.
Key Responsibilities
- Act as a primary contact for complex customer cases, providing clear and effective solutions while maintaining service excellence.
- Guide and support junior team members through mentorship, contributing to stronger team outcomes and individual development.
- Manage a high volume of cases daily, balancing urgent escalations with routine requests to maintain efficiency and accuracy.
- Collaborate on cross-functional projects focused on improving customer support workflows and scalability.
- Analyze recurring customer issues to identify patterns and recommend process improvements to leadership.
- Contribute to the creation of training resources and best practices that elevate team performance.
- Demonstrate strong communication skills when interacting with diverse customers and internal teams.
- Uphold core cultural values centered on customer focus, inclusivity, long-term thinking, and teamwork.
Qualifications
- Minimum of three years in customer-facing roles, particularly in environments handling escalated support cases.
- Fluent in both English and Spanish, with the ability to communicate clearly and professionally in both languages.
- Experience resolving issues related to billing, returns, renewals, or customer success functions.
- Proven track record of managing 30+ cases per day across multiple platforms without compromising quality.
- Familiarity with ticketing systems such as Zendesk, Salesforce, or ServiceCloud, including strong documentation practices.
- Comfort working with macOS and adapting quickly to new software and technical tools.
- Flexibility to work assigned shifts, including mornings, evenings, and weekends, based on business needs.
Preferred Background
- Experience supporting telematics, ELD systems, or compliance-related technologies.
- History of coaching peers or contributing to team development initiatives.
- Ability to interpret data and metrics to guide operational improvements.
- Additional language skills in French or German are an asset.
Work Environment
This position supports a flexible, employee-led remote model and is open to candidates in specified U.S. regions. Work hours may vary to meet customer demand, with scheduling based on operational requirements.
Compensation & Benefits
The annual base salary range for this role is $43,435 – $58,400 USD. Eligible positions include equity in a publicly traded company and access to performance-based incentives. Benefits include comprehensive health coverage, parental leave, professional development funding, and accommodations for qualified applicants with disabilities.
The company is committed to equal opportunity employment, welcoming applicants regardless of race, religion, gender identity, sexual orientation, veteran status, age, or disability.
