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 OwnCase Management & CRM Ownership

- Create and manage cases in Salesforce
- Maintain clean, structured, and accurate records
- Document:
- - Issues
- Updates
- Resolutions

- 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:
- - Email
- Phone
- Other channels

- 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.

📌 Customer Support Specialist (México)
🏢 Pavago
📍 México