Customer Service Specialist

About the role

You will serve as a key member of the team in the Americas and will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world.

Key Responsibilities

• Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
• Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
• Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
• Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
• Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams.

Requirements

• 2-4 years of customer service or account management experience.
• Strong verbal and written communication skills.
• Proficiency with invoicing tools and shipping logistics platforms is a plus.
• Ability to work independently in a remote environment.
• Familiarity with order fulfillment and logistics processes is a plus.
• You have extensive experience working with Salesforce and Slack.
• Strong attention to detail and a commitment to accuracy, with the ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data before they impact customers or internal teams.
• You also speak Spanish.
• You have worked with partners before as part of the sales cycle.

Benefits

• Remote-first work environment for employees based in the United States
• Flexible scheduling that supports productivity and work-life balance while accommodating customer needs and team collaboration
• Access to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best work
• Opportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challenges
• Skills-based career progression, with advancement based on impact, contribution, and performance rather than tenure
• Collaborative, globally distributed team environment with experienced and highly capable colleagues across the US, Europe, and Japan
• Comprehensive health benefits including medical, dental, and vision coverage
• Retail benefits, including retirement benefits, life insurance, paid time off, family-friendly benefits, short-term and long-term disability benefits, and an employee stock option program