Remote Customer Support Specialist: Fast, Friendly Resolutions

Epoxy Docs; Alexandria (LA); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Remote collaboration tools

Second language fluency

SaaS/tech background

Customer service certification

Job summary

Epoxy Docs is seeking a remote Customer Service specialist to support clients via phone, email, and chat, delivering timely resolutions while upholding brand standards. You will balance empathy with decisive problem-solving, diagnose issues, and aim for first-contact resolution, while documenting all interactions in the CRM and contributing to knowledge-base articles for the team.

The ideal candidate demonstrates strong communication, time-management, and multitasking skills in a fast-paced SaaS

Qualifications

• 1–30 years of experience in a customer-facing role.
• Exceptional verbal and written communication with strong empathy.
• Demonstrated ability to resolve conflicts and de-escalate tense situations.
• Proficiency with CRM platforms and standard office software.
• Excellent time-management, multitasking, and prioritization skills.
• Effective problem-solving and active listening capabilities.

Responsibilities

• Handle inbound and outbound customer interactions across multiple channels.
• Diagnose issues, provide solutions, and ensure first-contact resolution whenever possible.
• Document all contacts and actions accurately in the CRM system.
• Meet or exceed response-time, satisfaction, and quality metrics.
• Escalate complex cases to appropriate specialists while maintaining ownership.
• Update and contribute to internal knowledge-base articles.
• Identify recurring issues and suggest process improvements.

Skills

Customer-facing experience (1–30 years

Empathy and communication

Conflict resolution

Time management

Active listening

Multitasking

Problem solving

Tools

CRM platforms

Office software

Job description

Epoxy Docs is seeking a remote Customer Service specialist to support clients via phone, email, and chat, delivering timely resolutions while upholding brand standards. You will balance empathy with decisive problem-solving, diagnose issues, and aim for first-contact resolution, while documenting all interactions in the CRM and contributing to knowledge-base articles for the team.

The ideal candidate demonstrates strong communication, time-management, and multitasking skills in a fast-paced SaaS