Client Support Specialist, B2B
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Job Description
Client Support Specialist supporting business clients with customer inquiries and order management. Collaborating with internal teams to resolve customer issues in a remote setting.
Responsibilities:
- Manage high-volume customer inquiries across email, live chat, and ticket management platforms.
- Resolve customer requests while consistently meeting SLA and quality expectations.
- Accurately document customer interactions and maintain detailed ticket records.
- Prioritize customer requests based on urgency and business impact.
- Own customer cases from initial contact through final resolution while keeping clients informed throughout the process.
- Process order updates, modifications, replacements, credits, refunds, and account changes.
- Investigate delivery issues, missing items, incorrect orders, and operational exceptions.
- Maintain accurate customer account information and delivery preferences.
- Support onboarding activities and account setup for new business clients.
- Ensure operational accuracy across all customer requests.
- Deliver professional, empathetic, and solution-oriented support through email and chat.
- Respond to inquiries related to orders, billing, deliveries, subscriptions, products, and account management.
- Utilize SOPs, internal documentation, and knowledge base resources to provide consistent support.
- Maintain exceptional written communication while managing multiple customer conversations.
- Partner closely with Operations, Logistics, Fulfillment, Customer Experience, and other internal teams.
- Escalate complex customer issues with complete documentation and clear business context.
- Follow up on escalated cases until successful resolution.
- Communicate operational risks proactively.
- Identify recurring customer issues and operational trends.
- Recommend improvements to workflows, documentation, and customer experience.
- Support process optimization initiatives.
- Help maintain internal documentation and knowledge base articles.
Requirements:
- 3+ years of experience in Client Support, Customer Support, Customer Success, Customer Experience, Account Support, or similar customer-facing roles.
- Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms.
- Experience using CRM platforms (such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, or similar).
- Experience using ticket management/customer support platforms (such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar).
- Strong written and verbal English communication skills.
- Excellent written communication and customer-facing professionalism.
- Outstanding attention to detail.
- Strong organizational and multitasking skills.
- Ability to work independently in a remote environment.
- Strong problem-solving skills and customer ownership mindset.
- Highly Preferred (PLUS) - Experience supporting B2B or Enterprise clients.
- Experience within Hospitality, Healthcare, Education, Food, Logistics, Fulfillment, Subscription, or E-commerce industries.
- Experience with Order Management or Account Management.
- Experience collaborating with Operations, Logistics, Product, or Supply Chain teams.
- Experience supporting customer onboarding or managing complex customer accounts.
Benefits:
- Health insurance
- Remote work flexibility
- Professional development opportunities
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