Customer Support Specialist/ Account Management

About the role

We are looking for a motivated, solution-oriented Customer Support Specialist to join our team. In this role, you will serve as a frontline resource for customers navigating DMS products and services, helping resolve issues, answer questions, and deliver a high-quality customer experience across every interaction. You will work closely with Customer Success Managers and internal teams to support post-sales customer needs in a fast-paced, high-volume environment.

This role is ideal for someone who is not only customer-focused, but also retention and sales-minded. In addition to providing support, you will play an active role in strengthening customer relationships, reducing churn, identifying upsell opportunities, and helping customers maximize value from our products and services.

The ideal candidate is organized, responsive, and confident in customer conversations. They should be comfortable handling objections, navigating difficult conversations, and proactively working toward customer retention and account growth while managing multiple inquiries effectively.

About DMS

Digital Media Solutions (DMS) is a performance-driven digital marketing company that connects consumers and brands through data, technology, and proprietary media platforms. Our systems power high-volume customer acquisition and real-time decisioning across multiple verticals.

We operate in high-volume, transaction-intensive environments and partner closely with clients to deliver measurable outcomes through analytics, optimization, and operational execution.

Key Responsibilities

• Customer Support & Retention

• Investigate and resolve inbound customer inquiries related to DMS products and services
• Guide customers through website navigation and troubleshoot technical issues
• Provide timely, professional, and solution-oriented support across customer interactions
• Build strong customer relationships through proactive communication and consultative support
• Handle retention conversations with confidence, working to reduce churn and improve customer satisfaction
• Identify customer concerns, usage gaps, or risk factors and provide solutions that drive long-term customer success

• Revenue Growth & Upselling

• Identify opportunities to upsell products, services, or account enhancements based on customer needs
• Support revenue growth initiatives through proactive outreach, relationship management, and value-driven conversations
• Educate customers on additional products, features, and solutions that align with their business goals
• Partner with Customer Success Managers and sales teams to support account expansion and customer retention efforts

• Cross-Functional Partnership

• Partner with Customer Success Managers and sales teams to support post-sales customer needs
• Collaborate with internal teams to resolve customer issues and improve service delivery

• Case Management & Documentation

• Log calls, cases, and support requests accurately and consistently
• Maintain organized customer records and follow established support processes

Experience

• 2+ years of inbound customer support experience

• Bachelor's degree or higher

Technical & Professional Skills

• Strong written, verbal, and interpersonal communication skills

• Proficiency with Microsoft Office Suite

• Ability to manage time effectively and work independently in a remote environment

Preferred Qualifications

• Experience working in a SaaS environment

• Experience with upselling and retention

• Familiarity with Salesforce or similar CRM platforms