Customer Support Lead & Solutions Coach

Jobtailor; Albuquerque (NM); On-site; USD 30,000 - 45,000; Full time

Job summary

Jobtailor is seeking a results-driven Customer Support Specialist to respond to inquiries via phone, email, and chat, investigate complex issues, and provide accurate, personalized solutions to customers.

You will document interactions, coordinate follow-ups, coach teammates, and collaborate with internal teams to drive resolution while upholding company policies and procedures within established guidelines.

Qualifications

• High School Diploma or equivalent required.
• 18+ years old and eligible to work in the United States.
• Experience in customer service or call center preferred.
• Strong communication, problem-solving, and organizational skills.
• Ability to multitask and navigate multiple systems.

Responsibilities

• Respond to customer inquiries via phone, email, and chat
• Investigate and resolve complex customer issues and escalate cases
• Analyze customer needs and provide accurate, personalized solutions
• Document customer interactions and maintain accurate records
• Coordinate follow-up activities to ensure complete issue resolution
• Explain company policies and procedures professionally and effectively
• Escalate issues when appropriate and collaborate with internal teams to drive resolution
• Provide guidance, coaching, and support to less experienced team members
• Identify opportunities to improve processes and enhance customer experience
• Serve as a team lead and subject matter expert while working independently within established guidelines

Skills

Customer service

Problem solving

Communication skills

Coaching

Mentoring

Multitasking

Documentation

Education

High School Diploma or equivalent

Tools

Multiple Systems Navigation

Job description

Jobtailor is seeking a results-driven Customer Support Specialist to respond to inquiries via phone, email, and chat, investigate complex issues, and provide accurate, personalized solutions to customers.

You will document interactions, coordinate follow-ups, coach teammates, and collaborate with internal teams to drive resolution while upholding company policies and procedures within established guidelines.