Senior Remote Support Specialist | Mentoring & Impact

Placements24; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development

Remote-friendly culture

Company equipment

Performance-based bonuses

Employee assistance program

Job summary

Placements24 is seeking a Senior Customer Support Specialist for a fully remote role. You will be the primary contact for customers, handling advanced inquiries and ensuring satisfaction with our products and services.

You'll train junior team members, help improve support processes, and collaborate with product, sales, and marketing to deliver a cohesive customer experience in a remote-first environment.

Qualifications

• 3–5 years of experience in customer service or technical support, with senior responsibilities.
• Proven ability to resolve complex issues with empathy and efficiency.
• Excellent written and verbal communication.
• Experience with CRM/ticketing systems (Zendesk, Salesforce).

Responsibilities

• Provide advanced technical and non-technical support via email, phone, and chat.
• Diagnose and troubleshoot complex customer problems, escalate when needed while owning resolution.
• Develop deep product understanding to offer accurate support.
• Create and maintain knowledge base articles and FAQs.
• Train and mentor junior support representatives.
• Analyze customer feedback to identify improvements.
• Collaborate with product, sales, and marketing to ensure a cohesive experience.
• Manage escalations and SLAs.
• Contribute to new support strategies and tools.

Skills

Customer service excellence

Empathy and communication

Problem solving

Remote work

Training junior staff

Education

Bachelor's degree or equivalent practical experience

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a Senior Customer Support Specialist for a fully remote role. You will be the primary contact for customers, handling advanced inquiries and ensuring satisfaction with our products and services.

You'll train junior team members, help improve support processes, and collaborate with product, sales, and marketing to deliver a cohesive customer experience in a remote-first environment.