Customer Support & Follow-Up SpecialistAvailability required:Option 1 (Monday – Friday):9:00 AM – 5:00 PM ESTFlexibility may be required based on workload and business demandsJob description:The Customer Support & Follow-Up Specialist will support a high-performing sales representative by managing lead follow-ups, maintaining CRM accuracy, improving response times, and ensuring consistent customer communication.This role is focused on maximizing pipeline efficiency, preventing missed opportunities, and enhancing the overall customer experience.The Customer Support & Follow-Up Specialist will act as an operational extension of the sales team, allowing sales agents to focus on closing deals.This is not a closing or negotiation role.Instead, the position is responsible for follow-ups, coordination, organization, and client relationship management.The adecuado candidate is proactive, highly organized, and customer-focused, with strong interpersonal skills and the ability to manage multiple conversations and tasks simultaneously.Responsibilities:Perform immediate follow-up on newly assigned leadsConfirm contact information and conduct basic qualification questionsExecute structured follow-up sequences via calls, emails, and CRM activitiesRe-engage inactive or unresponsive leadsEscalate highly interested ("hot") leads to the sales representativeMaintain accurate and updated CRM records, including notes, tags, and deal stagesIdentify stalled opportunities and prompt necessary next stepsEnsure consistency and structure in CRM usage and data entrySchedule, confirm,



and reschedule appointments for the sales agentSend reminders and ensure smooth coordination of meetingsPrepare relevant context and information before scheduled callsGather necessary information to support the quoting processDraft emails and organize attachments for review by the sales representativeMonitor missed calls and ensure prompt follow-upLog all interactions and assign callbacks as neededConduct customer retention and reactivation effortsFollow up with past customers to encourage repeat businessPerform loyalty check-ins and identify upsell opportunitiesEscalate customer needs or potential revenue opportunitiesProvide basic customer support and route pricing or technical questions appropriatelyHandle customer concerns with professionalism and assist in de-escalation when neededQualifications:2–3+ years of experience in customer service, sales support, or related rolesExperience handling inbound and outbound communication (calls, emails, follow-ups)Prior experience working with CRM systems (e.G., GoHighLevel or similar tools)Proven ability to manage multiple tasks, leads, and follow-up workflowsExperience working with diverse customer profiles or multiple companies is a plusStrong understanding of customer lifecycle and retention processesSkills:Strong verbal and written communication skills in EnglishExcellent interpersonal skills and customer-focused mindsetHigh level of organization and attention to detailStrong follow-up discipline and process-oriented thinkingProblem-solving and conflict resolution abilitiesAbility to de-escalate customer issues and maintain positive interactionsProactive mindset with the ability to take initiativeAdaptability and willingness to take on additional responsibilitiesTime management and prioritization skillsNice to have:Previous experience in appointment setting or sales support rolesExperience in retention, reactivation, or upselling initiativesFamiliarity with automation tools or AI-based workflowsExposure to fast-paced sales environments

📌 Customer Support Specialist (Xico)
🏢 Solvo Global Careers
📍 Xico