Account Support Specialist
Why This Role Matters
GoHiya is seeking an Account Support Specialist to provide clear, respectful, and well-documented customer support across approved service channels. This is a full-time, 100% remote position open to candidates in the United States. At GoHiya, this work supports inbound customer care, call and chat support, and contact-center operations. The role emphasizes accurate records, clear ownership, timely communication, and practical follow-through.
Day-to-Day Responsibilities
- Respond to assigned customer contacts, verify the request, and explain the available next steps clearly.
- Use approved tools and knowledge resources to resolve routine questions accurately and consistently.
- Create complete case notes, update customer records, and track promised follow-up to closure.
- Recognize urgent, sensitive, or out-of-scope situations and escalate them with useful context.
- Share recurring customer friction and documentation gaps with the appropriate operations owner.
How Performance Is Measured
Customers receive accurate answers and dependable follow-up, records tell the full story, and escalations reach the right owner without unnecessary delay.
Requirements
- Professional written and verbal communication with active listening.
- Experience using customer records, ticketing tools, or knowledge bases.
- Calm judgment when handling frustrated customers or incomplete information.
- Dependable case ownership and attention to service details.
Remote Work
The Account Support Specialist will work through approved digital systems, shared documents, email, phone, and collaboration tools. Secure handling of company and customer information, reliable availability during agreed working hours, and clear written status updates are essential.
Pay
Full-time. Associate level. Base compensation: $44,000–$66,000 per year, depending on experience and qualifications.