Customer Care Specialist

GoKeyless; Miamisburg (OH); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

401k plans

Recognition programs

Career growth opportunities

Job summary

GoKeyless in Miamisburg, OH, seeks a Customer Care Specialist to own post-sale support via phone, email, and Intercom chat. You’ll troubleshoot, resolve simple cases, and escalate complex issues while documenting thoroughly to reflect the GoKeyless brand.

Reporting to the Customer Care Manager, you’ll help service GK Cares contracts and GK Shield claims intake, using NetSuite and Intercom to maintain clean case records and drive customer satisfaction.

Qualifications

• 2+ years of customer support across phone, email, and chat.
• Strong verbal and written communication with empathy.
• Proficiency with NetSuite or comparable CRM; Intercom and RingCentral.
• AI fluency: hands-on use of Claude, ChatGPT, Copilot to accelerate research and documentation.

Responsibilities

• Respond to inbound support cases across phone, email, and Intercom chat within defined SLAs.
• Diagnose issues through structured questioning and provide first-line resolution where possible.
• Escalate more complex issues to the Technical Care Advisor with full context.
• Maintain accurate case documentation in NetSuite and Intercom; ensure timely updates.

Skills

Customer support

Multichannel communication

Verbal/written communication

AI tooling

Education

Associate’s or Bachelor’s degree preferred

Tools

NetSuite

Intercom

RingCentral

Job description

About GoKeyless At GoKeyless, we’re revolutionizing access solutions, connecting people with technology to ensure safety, security, and convenience. As a Value Added Reseller (VAR), we bridge multiple brands and products — offering both standalone solutions and integrated systems for multi-family and commercial properties. We’re driven by a commitment to a positive and compassionate workplace, rooted in honesty and integrity, with a focus on simplicity in processes, a pioneering spirit, and, above all, customer satisfaction and success.

Company: GoKeyless

Location: Miamisburg, OH

Reports To: Customer Care Manager

Department: GoKeyless Care

Employment Type: Full-Time

Date Modified: August 2026

About GoKeyless

At GoKeyless, we’re revolutionizing access solutions, connecting people with technology to ensure safety, security, and convenience. As a Value Added Reseller (VAR), we bridge multiple brands and products — offering both standalone solutions and integrated systems for multi-family and commercial properties. We’re driven by a commitment to a positive and compassionate workplace, rooted in honesty and integrity, with a focus on simplicity in processes, a pioneering spirit, and, above all, customer satisfaction and success.

For the Customer Care Specialist, customer satisfaction and success starts with every inbound case. Every question, every issue, every concern is a chance to reinforce why the customer chose GoKeyless — or to lose them quietly. This role owns the front-line conversation.

Job Overview

The Customer Care Specialist (CCS) is the front-line owner of post-sale customer support at GoKeyless. Reporting to the Customer Care Manager, this role handles inbound support cases across phone, email, and Intercom chat; provides initial troubleshooting; escalates technical complexity to the Technical Care Advisor; and ensures every customer interaction reflects the GoKeyless brand at its best.

Key Responsibilities

Handle Inbound Support Cases

• Respond to inbound support cases across phone, email, and Intercom chat within defined SLAs.
• Diagnose customer issues through structured questioning — understand the problem before recommending a path.
• Resolve straightforward cases at the front line — routine configuration, account, billing-question routing, and standard product questions.
• Escalate technical complexity to the Technical Care Advisor with complete context — the TCA shouldn’t need to start from scratch.

Deliver GK Cares Servicing and Support GK Shield Claims Intake

• Service GK Cares contract holders — recognize the customer’s coverage at intake; deliver the level of service their contract specifies.
• Support GK Shield claims intake — capture the customer’s warranty concern accurately and route to the CCM’s claims workflow.
• Recognize patterns across cases — surface recurring issues to the CCM so upstream root causes get worked.
• Maintain accurate, complete case documentation in NetSuite and Intercom — a clean case record is the foundation of everything Care measures.

Maintain Customer Communication Standards

• Communicate with professionalism, empathy, and clarity at every touchpoint — the customer is rarely calling because everything is going well.
• Set clear expectations on resolution timing and follow-up cadence — customers can handle a longer fix; they can’t handle being ignored.
• Follow through on every commitment — if you said you’d call back by Tuesday, call back by Tuesday.
• Close every case with a clean confirmation that the customer’s issue is resolved — not just documented, actually closed.

Contribute to Continuous Improvement

• Surface case patterns and friction points to the CCM — the front line sees patterns leadership doesn’t.
• Contribute to the support knowledge base — every case that taught you something is a future case for someone else.
• Champion AI adoption within the support workflow — use Claude, ChatGPT, and Copilot to accelerate case research, drafting, and routine documentation.

Scorecard/KPIs

Case Handling

• Response SLA compliance — % of cases responded to within defined SLA.
• First-contact resolution rate — % of cases resolved without escalation or follow-up.
• CSAT on closed cases — Customer satisfaction score on closed cases.
• Case documentation completeness — % of cases with complete NetSuite/Intercom documentation at close.

Qualifications

Experience (Must Haves):

• 2+ years of customer support, customer service, or service-desk experience — multi-channel (phone, email, chat).
• Strong verbal and written communication skills with the patience and empathy required for escalated customer conversations.
• Proficiency with NetSuite or comparable CRM/case-management system; comfort with Intercom and RingCentral.
• AI fluency: Hands-on use of AI tools (Claude, ChatGPT, Microsoft Copilot) to accelerate case research and routine documentation.

Experience (Preferred):

• Background in technical products, building technology, or hardware support.
• Experience servicing recurring service contracts or warranty programs.

Education:

• Associate’s or Bachelor’s degree preferred; or equivalent experience demonstrating proficiency in customer support operations.

Attributes:

• Customer-first—Every case is somebody’s problem; treat it that way.
• Calm—Handles escalated customers and difficult conversations without losing composure.
• Detail-oriented—Case documentation, follow-through, and escalation handoffs require precision.
• Dependable—Calls back when you said you’d call back; closes cases that need closing.
• Curious—Recognizes patterns across cases; willing to dig before escalating.
• AI-forward—Uses AI to accelerate research and documentation — protects time for the conversational work.

Why Join GoKeyless?

• Impact—Be the GoKeyless voice every customer hears when something needs fixing. Your work directly drives CSAT, NPS, and renewal.
• Growth—Strong runway into Technical Care Advisor, Customer Care Manager, or Customer Activation Specialist roles for the right operator.
• Team—Partner with the CCM, TCA, and the broader Care team in a focused, customer-first environment.
• Benefits—Competitive pay, comprehensive health and 401k plans, recognition programs, and opportunities for career growth within the organization.