Customer Support Specialist

About the role

The Customer Support Specialist at GoHiya improves customer resolution while supporting 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 confirmed facts are separated from assumptions and unresolved questions.

Strong performance is demonstrated through fewer avoidable corrections, timely follow-through, and records that make the next action obvious. Success is measured by customer support execution that enhances contact center operations.

Responsibilities

• Coordinate the workflow by documenting commitments and next actions.
• Review and escalate complex cases with sufficient context for the next owner.
• Maintain workflow by handling assigned customer or client requests.
• Track workflow by reviewing available case history before responding.
• Own the resolution of routine issues within approved authority.
• Use case documentation and ticket management confidently in daily operations.
• Apply service standards while tracking exceptions, owners, and deadlines.
• Document complaint-handling decisions clearly for teammate understanding.
• Exercise sound judgment in omnichannel customer support, including escalations.

Qualifications

Associate-level position. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time.