Customer Success & Support Specialist

NAVEX; Charlotte (NC); Hybrid; USD 27,000 - 39,000; Full time

Job summary

NAVEX seeks a Customer Support Specialist to provide frontline support for Customer Administrators, resolving product questions, configurations, and technical issues. The role emphasizes active listening, problem solving, and cross-team collaboration.

The ideal candidate will have a 2+ year track record in customer service and software support, plus familiarity with CRM systems and Windows/Office. This is a hybrid position designed to support customers while growing within NAVEX’s

Qualifications

• 2+ years of experience in customer service and software support.
• Proficiency in Windows and Microsoft Office, and basic understanding of website functionality.
• Proficiency in updating and managing CRM; Salesforce preferred
• Training experience and ability to adapt facilitation style to engage your audience.

Responsibilities

• Serve as a trusted advisor by understanding customer goals and desired outcomes
• Lead complex customer issues through diagnosis, resolution, and follow-up
• Adapt communication styles to effectively engage technical and business stakeholders
• Independently manage escalated customer situations and expectations
• Prioritize work based on customer impact, risk, and business needs
• Identify root causes, recurring trends, and opportunities for improvement
• Partner across teams to resolve issues and improve customer experiences
• Create and enhance knowledge resources, processes, and best practices
• Recommend scalable solutions that improve operational efficiency and customer outcomes
• Share expertise and mentor peers to strengthen team capabilities

Skills

Customer service

Communication

Problem solving

Education

Bachelor's degree or equivalent practical experience

Tools

CRM (Salesforce preferred)

Windows & Office

Job description

NAVEX seeks a Customer Support Specialist to provide frontline support for Customer Administrators, resolving product questions, configurations, and technical issues. The role emphasizes active listening, problem solving, and cross-team collaboration.

The ideal candidate will have a 2+ year track record in customer service and software support, plus familiarity with CRM systems and Windows/Office. This is a hybrid position designed to support customers while growing within NAVEX’s