Customer Success Specialist

Sequencing Inc.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Sequencing.com is seeking a Customer Success Specialist to join the team and deliver exceptional support across multiple channels. You will troubleshoot technical issues, escalate complex cases to management when needed, and contribute to a superior customer experience in a fully remote, shift-based environment.

The role emphasizes responsiveness, empathy, and accuracy while partnering with engineering, product, and sales to improve support outcomes and create helpful documentation for customers.

Qualifications

• 1+ years in customer support or customer success.
• Experience with online and digital services.
• Experience with Zendesk, Intercom, Jira.
• Strong written communication and follow-up.
• Remote work experience required, including weekend hours.
• Nice-to-have: background in tech, biotech, or SaaS.

Responsibilities

• Provide responsive, high-quality support to customers via email, phone, live chat, Intercom, Facebook, Reddit, and X.
• Respond to questions related to product features, troubleshooting, billing, and general support with accuracy and empathy.
• Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions.
• Monitor and manage customer issues through resolution, escalating complex matters when needed.
• Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
• Partner across engineering, product, and sales to resolve customer concerns and improve support outcomes.
• Contribute to customer support documentation, including how-to guides.
• Identify trends in customer feedback and share insights to improve the customer experience.

Skills

Customer support

Written communication

Multi-channel support

Remote work

De-escalation

Tools

Zendesk

Intercom

Jira

Slack

Zoom

Job description

The Position

Sequencing.com is seeking a Customer Success Specialist to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and elevate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5‑star customer support in a fully remote, shift‑based environment.

The Impact

• Provide responsive, high‑quality support to customers across email, phone, real‑time online chat, Intercom, Facebook, Reddit, and X.
• Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency.
• Provide order and technical support for e‑commerce platforms, marketplaces, and digital subscriptions.
• Monitor and manage customer issues through resolution, escalating complex matters when needed.
• Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
• Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes.
• Contribute to customer support documentation, including customer education content and how‑to guides.
• Identify trends in customer feedback and share insights that help improve the overall customer experience.

Who You Are

• 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services.
• Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues.
• Experience supporting customers across email, phone, real‑time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow‑up skills.
• Experience troubleshooting customer, order, and technical issues across e‑commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards.
• Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows.
• Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de‑escalation strategies, and navigating internal resources to find solutions.
• Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift‑based environment.
• Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI‑driven support tools and automation are a plus.