Remote Account Support Associate - Entry-Level

Sales Match; Columbus (OH); Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Remote work

Structured onboarding

Regular check-ins

Account servicing skills

Health coverage & leave

Job summary

Sales Match is hiring an Account Support Associate to assist customers, manage routine account requests via email and tickets, and keep account details accurate. You will collaborate with account managers and the support team under the guidance of a customer service team lead.

The role is fully remote, based in Ohio, with a 40-hour weekly commitment and variable shift times. Training includes HubSpot and Freshdesk usage, plus emphasis on clear, precise written communication.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in account support, customer assistance, or office administration is preferred.
• Basic understanding of customer accounts, contact information, service requests, and the importance of checking details before making changes.
• Ability to learn a CRM such as HubSpot and a support platform such as Freshdesk through guided practice and written instructions.
• Clear written communication for customer replies, internal handoffs, and concise notes that explain what happened and what comes next.
• Ability to compare information, recognize missing details, ask focused questions, and distinguish routine requests from issues needing assistance.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and account information remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, with dependable attendance and timely handoffs.
• Authorization to work in the United States.

Responsibilities

• Review incoming account questions in a support platform such as Freshdesk, identify the request, and check earlier conversations before responding.
• Confirm the customer's account using approved verification steps and existing account information before discussing details or making permitted updates.
• Check contact information, service settings, and request history in a CRM such as HubSpot, noting discrepancies that need clarification from the customer.
• Answer routine questions about account access, service features, and request status using approved guidance, with clear explanations suited to the customer’s question.
• Complete permitted contact and preference updates after verification, then review the changes for accuracy before confirming completion with the customer.
• Record each interaction, action taken, outstanding question, and next step so another support team member can continue the request without repeated questioning.
• Coordinate with account managers and the support team when a request needs additional information, another team's action, or confirmation of service details.
• Follow up on open requests at the agreed checkpoint, check for updates, and tell customers what remains outstanding without promising unconfirmed completion times.
• Escalate unresolved access issues, conflicting account information, and requests outside assigned authority to the customer service team lead, including concise notes and relevant context.
• Close completed tickets after confirming the outcome. Work quality is assessed through accuracy, turnaround, complete notes, and consistent follow-up on unresolved requests.

Skills

Clear written communication

Attention to detail

Remote work discipline

Questioning and information gathering

Education

High school diploma or equivalent

Tools

HubSpot

Freshdesk

Job description

Sales Match is hiring an Account Support Associate to assist customers, manage routine account requests via email and tickets, and keep account details accurate. You will collaborate with account managers and the support team under the guidance of a customer service team lead.

The role is fully remote, based in Ohio, with a 40-hour weekly commitment and variable shift times. Training includes HubSpot and Freshdesk usage, plus emphasis on clear, precise written communication.