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Open nowPosted 96 days ago

Customer Support Specialist

Workable (global search)108,016 open roles

Where
Abu Dhabi, United Arab Emirates
Work mode
Remote
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Your applicationOpen nowCustomer Support SpecialistWorkable (global search) · Abu Dhabi, United Arab Emirates

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 96 days ago

Workable (global search) median: 7 days open

The posting

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.

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