Customer Service Specialist

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