Customer Support Specialist

Nelson Connects; Foster City (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Nelson Connects is seeking a motivated Operations Associate in Foster City, CA to manage inbound and outbound customer communications and deliver high-quality support. The role focuses on resolving issues and maintaining a positive brand experience.

You will be the first point of contact across SMS, email and phone, document interactions in Salesforce Service Cloud, escalate as needed, and help identify trends to improve service delivery in a fast-paced environment.

Qualifications

• 1 year+ in customer service or support operations.
• Strong written and verbal communication; can adjust tone per channel.
• Experience with Zendesk or Salesforce-like tools.
• Ability to handle multiple inquiries accurately.
• Problem-solving mindset focused on positive experiences.

Responsibilities

• Serve as the first point of contact for customers across SMS, email, and phone.
• Provide timely and effective resolution of inquiries, complaints, and service issues.
• Document interactions and resolutions using Salesforce Service Cloud.
• Escalate complex issues while owning resolution.
• Identify recurring issues and collaborate with teams to improve processes.
• Deliver professional, empathetic communication aligned with company standards.

Skills

Customer service

Multi-channel communication

Attention to detail

Adaptability

Problem-solving

Tools

Zendesk

Salesforce Service Cloud

Job description

No vendors, or C2C (Corp-to-Corp) arrangements at this time.

Position Overview

We are seeking a motivated and customer-focused Operations Associate to manage inbound and outbound communication with customers and provide high-quality support. This role is critical to ensuring smooth customer experiences, resolving issues efficiently, and maintaining a positive brand reputation.

Key Responsibilities

• Serve as the first point of contact for customers, managing inbound and outbound communication across all support channels (SMS, email, and phone).
• Provide timely and effective resolution to customer inquiries, complaints, and service issues.
• Document interactions and resolutions accurately using support tools such as Salesforce Service Cloud.
• Escalate complex or unresolved issues to appropriate teams while maintaining ownership until resolution.
• Identify recurring issues or customer feedback trends and collaborate with internal teams to improve processes.
• Deliver consistent, professional, and empathetic communication that aligns with company standards.

Qualifications

• Minimum of 1 year of experience in customer service, support operations, or a related role.
• Strong written and verbal communication skills with the ability to adapt tone to different communication channels.
• Experience using customer support software such as Zendesk, Salesforce, or similar platforms.
• Ability to manage multiple inquiries simultaneously while maintaining accuracy and attention to detail.
• Problem-solving mindset with a focus on creating positive customer experiences by interpreting workflows and identifying if operations errors occurred.
• Flexible, adaptable, and comfortable working in a fast-paced operational environment.

Preferred Skills

• Familiarity with service operations or related industries.
• Experience handling customer escalations and turning difficult interactions into positive outcomes.
• Strong organizational skills with the ability to follow SOPs while exercising good judgment in unique situations.