Description
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
- Encou

📌 Customer Support Specialist (México)
🏢 Pavago
📍 México