Customer Success Specialist

Ignite Visibility; New York (NY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Fully remote work setting

Competitive base salary + bonus

Comprehensive health, dental, vision

Job summary

Ignite Visibility, a leading digital marketing agency, is hiring for a remote-friendly customer support role focused on Socius Marketing. You will manage customer requests, communicate clearly with internal teams, and maintain high-quality ticket notes while delivering exceptional support.

Ideal candidates bring 2+ years in customer support with ticketing tools like Jira or Salesforce, strong written and verbal skills, and a proactive, team-oriented mindset.

Qualifications

• Hands-on experience with customer communication and support for internal teams by managing customer requests.
• Ability to learn new systems quickly and work independently while communicating progress clearly.
• Strong written and verbal communication required for inbound/outbound support calls and ticket notes.

Responsibilities

• Serve as primary point of contact for customer support requests.
• Collaborate with internal teams to resolve issues and manage customer expectations.
• Document ticket notes clearly and use email effectively to communicate updates.
• Multitask and re-prioritize tasks based on customer needs while maintaining empathy.

Skills

Customer communication

Written communication

Multitasking

Detail oriented

Team player

Education

Associate degree or certs in customer support

Tools

Jira

Salesforce

Ticketing software

Job description

About Us

Ignite Visibility is an award-winning performance marketing agency, consistently ranked among the top digital marketing firms in the nation. Our growth is fueled by data-driven strategies, cutting-edge technology, an exceptional team, and strategic acquisitions. As we continue to scale and integrate new businesses into our portfolio, we are focused on realizing synergies, preserving value, and accelerating our market leadership. We are a fully remote-first organization recognized as an Inc. 5000 Fastest-Growing Company (2017-2024), a multi-time "Best Place to Work" award winner, and a top franchise supplier. Our success is built on a high-performance, client-focused culture where innovation and results are paramount.

In this role, you will focus on our brand, Socius Marketing. Socius Marketing is a full-service digital marketing firm. We offer tremendous growth opportunities to motivated individuals.

Required qualifications

The ideal candidate is organized, task-driven, and learns new systems quickly. You enjoy working independently but communicate clearly for those who need to understand what you have completed. You will have hands‑on experience with customer communication and support our internal teams by managing customer requests. You are looking for a role where you can learn and grow.

Skills and Experience

• 2+ years' customer support experience with ticketing responsibilities
• 1+ year experience working frequently with Jira, Salesforce, or similar ticketing software platform
• 1+ year inbound customer support phone experience
• Demonstrated general aptitude for learning systems
• Strong verbal skills. Ability to effectively communicate with customers on inbound and outbound support calls
• Strong writing skills. Ability to write clear and concise ticket notes and use email effectively to provide information to others regarding support issues
• Organized, detail-oriented individual capable of following and enforcing processes while maintaining an empathetic and collaborative mindset
• Critical thinker who displays the ability to think, reason, learn, and solve problems
• Ability to learn and apply knowledge of new industries and business models quickly
• Must be friendly, professional, easy to work with and committed to providing support excellence to our customers
• Ability to multitask and re-prioritize tasks based on customer need
• A team player who performs well independently

Preferred

• Associate degree, or equivalent certifications in customer support and/or technical support related fields
• Excellent customer support and interpersonal relations
• Professional or personal experience with websites, SEO, paid media and/or digital marketing
• Professional or personal experience within the home and/or health services industry

Why Ignite Visibility

• A collaborative environment focused on client success and career development
• Fully remote workforce with optional San Diego office
• Two-time Landy Award Winner (Search Marketer of the Year & Best Paid Search Initiative)
• Named Fastest-Growing Private Companies in San Diego (2016-2020)
• Named Best Places to Work in San Diego 2017, 2020
• Named Inc 5000 Fastest Growing Companies 2017-2020

Benefits and Perks

• Fully remote work setting
• Competitive salary base + commission & bonus
• Full comprehensive health, dental coverage, vision coverage
• Generous paid vacation and sick time including your birthday off & extra time off around major holidays
• Employee advancement and clear growth potential
• Company-sponsored professional development opportunities

Ignite Visibility is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.