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:
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 (Ciudad de México)
🏢 Pavago
📍 Ciudad de México