Remote Customer Care Specialist — Support Excellence

Talentoma; Greensboro (NC); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Customer Care Specialist for a fully remote role based in North Carolina, United States. The position requires a 40-hour weekly commitment and involves handling customer questions across Zendesk, Five9, LiveChat, and Salesforce to deliver clear answers and dependable assistance.

You will work with the support team to resolve issues, escalate when needed, and maintain accurate notes and follow-ups to support customer confidence and loyalty.

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer care or customer support experience preferred.
• Familiarity with service tickets and customer histories.
• Ability to learn named support systems quickly.
• Clear spoken and written communication with customers.
• Availability for the 40-hour weekly commitment.
• Authorized to work in the United States.

Responsibilities

• Review incoming customer questions in a Support platform such as Zendesk, identify the requested assistance, and prioritize service tickets using established urgency guidelines.
• Answer customer calls through a Contact-center phone system such as Five9, clarify concerns, and explain the next steps without making unsupported commitments.
• Respond to written inquiries through email and a Live chat such as LiveChat, adapting explanations to the customer's question and level of familiarity.
• Check customer contact information and previous conversations in a CRM such as Salesforce before providing guidance, avoiding unnecessary requests for personal information.
• Consult approved product and service information to explain features, availability, and routine service procedures accurately, checking unclear details with the support team.
• Handle complaints calmly, acknowledge the customer's concern, and offer permitted service solutions while maintaining a respectful tone throughout difficult conversations.
• Record the question, checks completed, guidance provided, and outstanding actions in service tickets so another colleague can continue the conversation without repeated questions.
• Follow up on unresolved requests at agreed checkpoints, obtain updates from relevant support colleagues, and tell customers when an answer remains pending.
• Escalate unresolved or sensitive service concerns to the customer service team lead with complete notes, and confirm the outcome before closing each ticket.
• Share approved customer satisfaction surveys after resolution and flag recurring concerns; quality is judged through accuracy, turnaround, complete notes, and dependable follow-up.

Skills

Customer support experience

Clear communication

Multichannel support

CRM familiarity

Education

High school diploma or equivalent

Tools

Zendesk

Five9

LiveChat

Salesforce

Job description

Talentoma is seeking a Customer Care Specialist for a fully remote role based in North Carolina, United States. The position requires a 40-hour weekly commitment and involves handling customer questions across Zendesk, Five9, LiveChat, and Salesforce to deliver clear answers and dependable assistance.

You will work with the support team to resolve issues, escalate when needed, and maintain accurate notes and follow-ups to support customer confidence and loyalty.