Customer Support Representative

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is a company dedicated to providing high-quality services that streamline business operations, ensuring efficient and effective communication between vendors and clients. They specialize in offering seamless post-sales support, managing timelines, and resolving any issues that arise in the process. Their goal is to make the post-sales experience smooth for both clients and vendors, contributing to long-term satisfaction and success.

Location:
Remote (8:00 AM - 5:00 PM PST)

Role Overview:
As a Customer Support Specialist, you will manage post-sales customer support, ensuring smooth communication between vendors and clients. You will track vendor timelines, follow up on missing details, and provide clear, calm, and respectful updates to clients. Your role will be critical in handling any issues or delays with professionalism, proactively solving problems, and relieving the workload of the sales team.

Key Responsibilities:

• Vendor Management

  • Keep vendors on track with timelines and deliverables, ensuring timely follow-up and delivery.

  • Follow up on outstanding items and ensure orders are progressing smoothly to meet deadlines.

• Client Communication & Support

  • Provide regular updates to clients on lead times, delays, and any issues.

  • Professionally communicate when clients are upset or blame the company, ensuring the company’s stance is presented calmly and respectfully without being defensive.

  • Own the post-sales flow, ensuring a seamless transition from the sales process to post-sales order management.

• Problem Resolution

  • Act as the primary point of contact for resolving any post-sales issues, delays, or challenges.

  • Ensure customer satisfaction through clear communication and proactive problem-solving.

• Customer Support Role – Additional Responsibilities

  • Provide administrative support to the sales team, including creating and managing customer quotes.

  • Conduct light follow-ups with clients regarding issued quotes to confirm interest or next steps.

  • Maintain accurate records of quotes and client responses, ensuring smooth coordination between sales and support teams.

Required Skills & Experience:

• Experience & Skills

  • 3+ years of experience in customer support, ideally in a post-sales or similar role.

  • Excellent written and verbal communication skills with an ability to engage customers and vendors professionally.

  • High attention to detail and the ability to follow through on multiple moving parts.

  • Strong emotional intelligence (EQ) combined with logical thinking (IQ) to understand and address both customer and vendor needs.

  • Confident communicator with the ability to professionally push back when necessary while maintaining a respectful and clear tone.

  • Problem-solving mindset, able to think through challenges and handle situations proactively.

  • Spanish fluency is preferred but not required.

  • Must be available to work 8:00 AM – 5:00 PM PST.

What Success Looks Like:

• Timely and smooth management of vendor timelines, keeping both vendors and clients satisfied.

• Clear and consistent updates to clients, handling any concerns or delays with professionalism and empathy.

• Reduction in the sales team’s workload, allowing them to focus on new business.

• A calm, positive, and solution-oriented approach to problem-solving, maintaining company reputation and client relationships.

• Reinforced confidence in the brand, contributing to long-term client retention and repeat business.

Opportunity:
This role offers the chance to play a key part in maintaining post-sales communication and ensuring the smooth delivery of products or services. If you enjoy working in a dynamic, problem-solving environment and are a proactive communicator, this is an ideal position for you to have a significant impact on client satisfaction and retention.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets