Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. Hours Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role We’re hiring a Customer Support Specialist to own customer cases, resolve issues quickly, and deliver a high-quality support experience. This is not just responding to tickets — you will: • Manage cases end-to-end • Coordinate across teams • Solve problems at the root • Keep customers informed throughout If you’re someone who follows through until the issue is fully resolved — this role fits. What You’ll Own Case Management & CRM Ownership • Create and manage cases in Salesforce • Maintain clean, structured, and accurate records • Document: • Issues • Updates • Resolutions • Ensure full visibility across all customer interactions Triage & Prioritization • Assess urgency of incoming requests • Prioritize cases based on impact and SLA • Track case ownership and ensure steady progress • Ensure no case is left stagnant Customer Communication • Respond to customers within 24 hours or less • Provide proactive updates throughout the case lifecycle • Communicate clearly across: • Email • Phone • Other channels • Ensure customers always know: • What’s happening • What’s next Internal Collaboration • Work closely with: • Service teams • Installation teams • Receivables teams • Coordinate across departments to resolve issues quickly • Escalate when needed to avoid delays Billing Support • Handle billing and invoice-related inquiries • Assist with resolving discrepancies • Support follow-ups on past-due accounts • Encourage customers to enroll in auto-billing Problem Solving & Process Improvement • Investigate recurring issues and identify root causes • Document findings and recommend improvements • Help reduce repeat issues and inefficiencies Customer Experience Ownership • Confirm satisfaction before closing cases • Ensure every interaction is: • Professional • Clear • Positive • Encourage satisfied customers to leave reviews What Makes You a Strong Fit • You take ownership of customer issues end-to-end • You are: • Organized • Detail-oriented • Execution-focused • You communicate clearly and confidently • You can handle difficult situations with empathy + urgency • You thrive in fast-paced, team-based environments Required Experience & Skills • 2+ years in: • Customer support • Customer success • Service roles • Experience with CRM tools (preferably Salesforce) • Strong experience with: • Case management • Issue resolution • Excellent written and verbal English communication • Strong analytical and problem-solving skills • High attention to detail in documentation • Ability to manage multiple cases simultaneously • Familiarity with billing or receivables processes What a Typical Day Looks Like • Review and prioritize incoming customer cases • Communicate updates to customers proactively • Coordinate with internal teams to resolve issues • Handle billing-related inquiries • Update CRM records accurately • Identify patterns and suggest improvements In short: You ensure every customer issue is resolved quickly, clearly, and professionally. Key Metrics (KPIs) • Case response time and resolution time • Customer satisfaction (CSAT) • CRM accuracy and completeness • Consistency of follow-ups and communication • Reduction in recurring issues Why This Role Stands Out • High ownership over customer experience • Cross-functional exposure (ops, billing, service) • Clear metrics and structured workflows • Opportunity to improve systems and processes • Strong foundation for growth into CS or Ops roles Interview Process • Initial Phone Screen • Video Interview with Recruiter • Client Interview • Offer & Onboarding Apply Now If you: • Take ownership of customer issues • Follow through until resolution • Thrive in structured, fast-paced environments This role is a strong fit. Originally posted on Himalayas