Remote Customer Success Specialist — 5‑Star Support

Sequencing Inc.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Sequencing.com is seeking a Customer Success Specialist to join the team and deliver exceptional support across multiple channels. You will troubleshoot technical issues, escalate complex cases to management when needed, and contribute to a superior customer experience in a fully remote, shift-based environment.

The role emphasizes responsiveness, empathy, and accuracy while partnering with engineering, product, and sales to improve support outcomes and create helpful documentation for customers.

Qualifications

• 1+ years in customer support or customer success.
• Experience with online and digital services.
• Experience with Zendesk, Intercom, Jira.
• Strong written communication and follow-up.
• Remote work experience required, including weekend hours.
• Nice-to-have: background in tech, biotech, or SaaS.

Responsibilities

• Provide responsive, high-quality support to customers via email, phone, live chat, Intercom, Facebook, Reddit, and X.
• Respond to questions related to product features, troubleshooting, billing, and general support with accuracy and empathy.
• Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions.
• Monitor and manage customer issues through resolution, escalating complex matters when needed.
• Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
• Partner across engineering, product, and sales to resolve customer concerns and improve support outcomes.
• Contribute to customer support documentation, including how-to guides.
• Identify trends in customer feedback and share insights to improve the customer experience.

Skills

Customer support

Written communication

Multi-channel support

Remote work

De-escalation

Tools

Zendesk

Intercom

Jira

Slack

Zoom

Job description

Sequencing.com is seeking a Customer Success Specialist to join the team and deliver exceptional support across multiple channels. You will troubleshoot technical issues, escalate complex cases to management when needed, and contribute to a superior customer experience in a fully remote, shift-based environment.

The role emphasizes responsiveness, empathy, and accuracy while partnering with engineering, product, and sales to improve support outcomes and create helpful documentation for customers.