Customer Support Specialist

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🔥 12 hours ago

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ScaleSource

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

ScaleSource is a remote staffing and hiring platform that connects U. S. employers with vetted international, timezone-aligned professionals for long-term roles. The company focuses on dedicated, reliable team members (not freelancers or temps), offering candidate sourcing, vetting, and payroll/administrative support to simplify hiring and reduce costs. ScaleSource positions itself as a B2B solution for businesses seeking scalable, remote talent and ongoing team growth.

📋 Description

• Answering inbound contacts quickly and professionally, in every channel • Making outbound calls, callbacks, and follow-ups without being chased to do it • Logging every meaningful contact so the next person is not starting from zero • Handling routine questions completely instead of pushing them to a manager • Keeping tone warm, clear, and professional even at hour seven of a heavy day • Scheduling appointments accurately the first time • Confirming appointments before they happen • Rescheduling cleanly when plans change • Sending reminders so the calendar is real, not aspirational • Running light service recovery when something goes sideways • Accurate, current notes on every customer and every interaction • Correct tags and statuses, applied consistently • Follow-up tasks created with owners and due dates • Closing out what is done and surfacing what is stuck • Recurring admin tasks across multiple locations • Flagging anything that genuinely does need an operator decision • Recognizing what is routine and what is an escalation • Following the SOP exactly, not the version you invented on the fly

🎯 Requirements

• 3+ years in customer-facing or admin support roles • Handled 60+ customer interactions per day for 6+ consecutive months — this must be demonstrable, not estimated • 2+ years using Zendesk, HubSpot, Salesforce, ServiceTitan, or a similar CRM / help desk system • Fluent written and spoken English at a professional, customer-facing level • Experience working across multiple channels — phone, email, SMS, chat • Experience scheduling, confirming, and rescheduling appointments • Ability to follow a documented SOP precisely • Strong organization skills with a real personal system for tracking work • Professional home office setup and reliable internet • Willing to undergo the required training assessment as part of the recruitment process • Must be available Monday–Friday, 9:00 AM–6:00 PM in PST, CST, or EST

🏖️ Benefits

• Better Role Matching — you are placed where you can actually perform and grow, not just fill a seat • Real Upside — strong performers unlock raises, long-term stability, and future opportunities • Work With U.S. Operators — direct exposure to franchise owners focused on growth and execution • Real Ownership — your work directly impacts operations. Less bureaucracy, more responsibility from day one • Multi-Location Exposure — work across multiple franchise locations and learn how scalable operations actually run