Empathetic Collections Support Specialist

January AI; United States; Remote; USD 52,000 - 78,000; Full time

Job summary

January AI is seeking a Support Specialist to handle inbound calls, emails, and texts about customer accounts. You will use Zendesk to document issues and facilitate payments, while contributing to improved contact center processes.

The role demands high-volume handling, strong communication, and a keen eye for compliance with federal and state laws, delivered with empathy and professionalism.

Qualifications

• 1–2+ years in customer service, collections, or other high-volume customer-facing roles.
• Demonstrated performance with targets (satisfaction, QA, SLAs, recovery).
• Reliability, accountability, proactive communication, dependable teammate.
• Strong verbal and written communication with empathy and professionalism.

Responsibilities

• Deliver empathetic, timely, and compliant communications across phone, email, and chat.
• Manage high volumes while meeting customer satisfaction, QA, SLAs, recovery, and handling-time metrics.
• Own caller issues from start to resolution with clarity and accountability.
• Adapt communication style to caller needs and handle difficult conversations with care and professionalism.
• Surface caller insights by tracking feedback and escalating issues or bugs clearly.
• Collaborate with Product, Operations, and Compliance to address caller-impacting issues.
• Suggest process improvements and pilots to improve agent efficiency and caller experience.

Skills

Customer service

Collections

Communication

CRM

Empathy

Tools

Zendesk

Twilio

Google Workspace

Job description

January AI is seeking a Support Specialist to handle inbound calls, emails, and texts about customer accounts. You will use Zendesk to document issues and facilitate payments, while contributing to improved contact center processes.

The role demands high-volume handling, strong communication, and a keen eye for compliance with federal and state laws, delivered with empathy and professionalism.