Customer Support Associate

Luke Coutinho; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

Luke Coutinho is seeking a Customer Support Agent (CSA) to assist the Sales team by handling client onboarding, CRM operations, payment follow-ups, refunds, transfers, and operational tracking.

The role includes lead management, onboarding support, CRM/IT tasks, refund and transfer coordination, installments and invoicing, management of employee referrals, and daily operational support to ensure data accuracy and process improvements.

Responsibilities

• Lead management: Create, update, assign, and track new, referral, and renewal leads with accurate allocation.
• Client onboarding & PDMR: Guide new clients through onboarding, follow up on PDMR completion, approve forms, ensure assignment readiness.
• CRM & IT support: Raise and track system tickets, follow up on issues, maintain documentation.
• Refunds & Transfers: Coordinate approved refunds, collect details, manage client transfers, update CRM.
• Installments & Invoices: Send payment reminders, track outstanding installments, coordinate with Finance and Accounts.
• Employee Referrals: Track referral leads, verify eligibility, prepare monthly payout reports, coordinate with HR and Finance.
• Daily Operational Support: Maintain trackers, respond to Sales requests, ensure data accuracy, escalate issues, identify improvements.

Job description

Customer Support Agent (CSA) Roles & Responsibilities

The CSA supports the Sales team by managing client onboarding, CRM operations, payment follow-ups, refunds, transfers, and operational tracking.

• 1. Lead Management: Create, update, assign, and track new, referral, and renewal leads while ensuring accurate allocation.
• 2. Client Onboarding & PDMR: Guide new clients through onboarding, follow up on PDMR completion, approve forms, and ensure assignment readiness.
• 3. CRM & IT Support: Raise and track system-related tickets, follow up on pending issues, and maintain issue documentation.
• 4. Refunds & Transfers: Coordinate approved refunds, collect required details, manage client transfers, and update CRM records.
• 5. Installments & Invoices: Send payment reminders, track outstanding installments, coordinate with Finance and Accounts, and manage invoice requests.
• 6. Employee Referrals: Track referral leads, verify eligibility, prepare monthly payout reports, and coordinate with HR and Finance.
• 7. Daily Operational Support: Maintain trackers, respond to Sales requests, ensure data accuracy, escalat e issues, provide backup support, and identify process improvements.