Customer Service Specialist

Professional with 1-2 years of experience.

Key Responsibilities

• Respond to customer inquiries via email, chat, or phone in a timely and professional manner.

• Create, update, and manage support tickets or client requests using CRM tools like Zendesk, HubSpot, or Intercom.

• Provide clear and empathetic product or service information, assisting with onboarding when needed.

• Resolve basic issues independently or escalate more complex matters to the appropriate team.

• Log and track customer interactions accurately, contributing to a smooth support experience.

• Maintain high communication standards that reflect the company’s tone and values.

Autonomy & Decision-Making

Performs best with clear guidelines and structured processes. Can manage day-to-day communication and task tracking independently, but benefits from guidance when dealing with high-pressure or complex customer scenarios.

Tools & Skills

Familiar with CRM systems like Zendesk, HubSpot, or Intercom + Understands basic support etiquette across email and chat + Strong written and verbal communication skills + Attention to detail when logging interactions or managing tickets + Fast learner and quick to adapt to new tools and procedures + Empathetic, service-oriented mindset.

Ideal For

• Companies looking to add junior support professionals who can enhance the customer experience while growing within the team. Perfect for organizations seeking talent eager to learn, adapt, and bring a positive attitude to international customer service or account management environments.

Professional with 2-5 years of experience.

Key Responsibilities

• Manage moderate to complex customer inquiries across email, chat, or phone with professionalism and efficiency.

• Troubleshoot technical or service-related issues and provide accurate resolutions or workarounds.

• Log, document, and escalate patterns, bugs, or recurring issues to relevant internal teams.

• Contribute to the improvement of internal knowledge bases and support documentation.

• Prioritize tickets effectively in line with SLAs and customer impact.

• Mentor or support onboarding for new support agents.

• Provide a consistent and high-quality customer experience.

Autonomy & Decision-Making

Capable of working independently with minimal supervision. Comfortable owning client relationships and resolving complex support scenarios. May require support when dealing with enterprise-level clients or high-stakes negotiations, but contributes actively to team strategy and execution.

Tools & Skills

Proficient in CRM tools like Zendesk, HubSpot, or Intercom + Skilled in ticket prioritization and SLA management + Comfortable using analytics or reporting dashboards to monitor support performance + Solid understanding of product knowledge bases and internal documentation systems + Solution-oriented professional with a focus on customer success.

Ideal For

• Companies seeking reliable professionals to take ownership of client interactions and enhance support processes. A strong fit for teams that value autonomy, strategic thinking, and the ability to deliver great customer experiences within a fast-paced digital environment.

Professional with over +5 years of experience.

Key Responsibilities

• Manage complex, high-impact, or sensitive customer issues with confidence and discretion.

• Lead retention efforts, handle renewal-related conversations, and maintain relationships with top-tier clients.

• Provide coaching, mentorship, or QA feedback to support team members to elevate team performance.

• Recommend and implement improvements to support processes, tools, or workflows.

• Collaborate cross-functionally with product, engineering, or operations to flag recurring issues and improve customer experience.

• Create and maintain macros, internal policies, and knowledge base articles to support scalability.

• Influence support strategy and uphold service quality and consistency across all customer touchpoints.

Autonomy & Decision-Making

Highly autonomous, strategic, and trusted to manage critical client relationships and drive team initiatives. Plays a leadership role in improving operational efficiency, though may delegate day-to-day ticket handling in favor of big-picture thinking and process innovation.

Tools & Skills

Mastery of CRM and ticket management systems like Zendesk, HubSpot, or Intercom + Deep knowledge of product and service ecosystems + Proficient in reporting tools, CSAT/NPS metrics, and performance tracking + Skilled in documentation, internal training, and QA processes + Strong leadership, cross-functional collaboration, and customer advocacy.

Ideal For

• Organizations in need of senior talent to lead and evolve the customer support function. A great fit for companies prioritizing customer retention, support excellence, and strategic input in shaping user experience, especially in high-growth or product-driven environments.