Call Center Support Specialist

About the role

GoHiya is seeking a Call Center Support Specialist for hands-on work centered on customer resolution and the day-to-day demands of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The role focuses on specialized execution within contact center operations, ensuring every handoff clearly shows what is complete, what is pending, and who owns the next step.

Responsibilities

• Use case management and documentation confidently to track call center support execution, including exceptions, owners, and deadlines.
• Document multichannel support decisions clearly so teammates can follow the reasoning behind actions.
• Apply sound judgment in service quality operations, escalating issues when necessary instead of making assumptions.
• Review and maintain the workflow by documenting commitments, next actions, and escalating complex cases with full context for the next owner.
• Track and handle assigned customer or client requests while reviewing available case history before responding.
• Resolve routine issues within approved authority and coordinate workflows to improve reliability and surface repeated failure points.

Work Arrangement

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $44,000–$66,000 per year.