About the role
Company Overview
LevelUp is a specialist agency providing outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with various companies, offering valuable technical, operational, and back-office support. We boast a large team of skilled and passionate professionals committed to delivering high-quality work for our clients.
Position Overview
The Customer Service Specialist plays a pivotal role in delivering outstanding support and ensuring high customer satisfaction through expert problem resolution and clear communication. As a key member of a small, dynamic team, you will act as the primary point of contact for customer inquiries, technical issues, and feedback. Working closely with leadership, this role requires a proactive, 'doer' mindset, capable of swiftly handling diverse daily tasks, often without pre-existing processes. We seek an empathetic professional with exceptional communication and interpersonal skills, who can meticulously manage customer interactions, escalate complex issues appropriately, and contribute to a positive team environment focused on continuous improvement and customer retention in a fast-paced setting.
Reference: 2631-399721
Responsibilities
Deliver exceptional customer support via email, chat, and other communication channels, ensuring all interactions are professional, helpful, and aligned with company values.
Assist customers with inquiries, product guidance, and general support, appropriately escalating complex issues when necessary.
Work closely with leadership on various operational and administrative tasks to support daily business operations.
Conduct online research and gather information to support business initiatives, projects, and customer requests.
Coordinate bookings, appointments, and other required operational activities.
Accurately maintain customer records, documentation, and internal systems.
Identify recurring customer questions and provide feedback to enhance processes, documentation, and the overall customer experience.
Assist in testing new features, workflows, and internal processes, delivering clear feedback to the team.
Collaborate with cross-functional team members to ensure a seamless customer experience.
Promptly and accurately handle arising daily tasks, demonstrating the ability to work effectively without established standard operating procedures.
Qualifications
Previous experience in a customer service, customer support, administration, personal assistant, or operations role.
Highly organized with excellent attention to detail and the ability to manage multiple tasks simultaneously.
Self-motivated and proactive, possessing the confidence to work independently without direct instruction in a fast-paced environment.
Strong problem-solving skills and critical thinking abilities when handling customer inquiries or operational tasks.
Tech-savvy with the ability to quickly learn new systems, tools, and processes; comfort with AI tools and AI-generated text is highly desirable.
A positive attitude, willingness to take ownership, and a desire to contribute beyond core responsibilities.
Experience working with US clients in a fast-response or on-call setup is highly advantageous.
Exceptional written and verbal English communication skills, suitable for direct, unedited use with US-based clients.
A strong team player with a supportive, friendly attitude and a proactive, can-do approach to work.
Genuine passion for helping people solve problems, caring about the customer experience, and continuous self-improvement.
Additional Information
LevelUp has a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
This is a fully remote position with a standard 40-hour fixed-schedule work week.
Must be able to work full-time during US hours, specifically 9:00 AM – 5:00 PM Pacific Standard Time (PST) and be quick to respond.
The exact work schedule depends on the client that you are assigned to so having flexibility when it comes to schedule is important.
HMO + 13th month pay