Customer Support Specialist | Remote

We are looking for a Customer Support Specialist to manage the creation, tracking, and resolution of customer tasks within our records retrieval platform. This role is the primary point of contact between customers and the internal records team, responsible for requesting documents and information, relaying materials, and responding to customer comments and questions in real time.

This is not a traditional support role. The system has significant nuances in how tasks are created, categorized, and resolved. The ideal candidate must quickly understand these nuances and communicate them clearly, ensuring customers are never asked for the same thing twice and tasks move forward efficiently.

• → Create and manage customer-facing tasks requesting specific documents, information, or actions.
• → Write clear, precise task descriptions, specifying exactly what is needed, why, and in what format.
• → Monitor and respond to customer comments promptly, resolving issues independently before escalating.
• → Relay documents and information between customers and internal teams, ensuring accuracy and avoiding duplication.
• → Track open tasks, follow up on outstanding items, and close completed work without prompting.
• → Identify inconsistencies (e.g., wrong addresses, mismatched names, duplicates) and flag or resolve them proactively.

• Exceptional written communication – messages must be clear, grammatically correct, and typo-free.
• Extreme attention to detail – handling names, addresses, dates, and document types accurately is essential.
• Independence and resourcefulness – ability to find answers using available tools and documentation before escalating.
• Ability to handle ambiguity – make sound judgments in situations without a clear playbook and communicate reasoning clearly.
• Concise, structured communication – document work with clear details: who, what, actions taken, and next steps.
• Speed without sacrificing quality – tasks must move quickly without delays or oversight.
• Experience in customer support, administrative coordination, or other detail-oriented roles.
• Exposure to collections, billing follow-ups, or accounts receivable processes is highly preferred.

• Excellent English writing skills (grammar, spelling, punctuation, clarity).
• Comfortable using task management systems, Slack, and email for communication.
• Ability to manage multiple tasks simultaneously without errors.
• Reliable internet connection and availability during business hours.

• You need manager approval for routine decisions.
• You rely heavily on phone calls instead of written communication.
• You struggle with grammar, spelling, or structured writing.
• You write vague or incomplete notes requiring follow-ups.
• You are uncomfortable researching answers independently before escalating.