Customer Care Specialist

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist.

In this role, you will serve as a key point of contact across the customer lifecycle-assisting, advising, and engaging customers through service, account coordination, payment processing and sales enablement activities.

This role combines frontline customer interaction, account management support, and revenue-generating activities.

You will partner across teams to ensure customer needs are met, issues are resolved efficiently, and opportunities to improve customer value and satisfaction are identified and acted upon.

A successful candidate will demonstrate strong communication, problem-solving, and customer engagement skills, along with the ability to balance service excellence with business outcomes.

Position is eligible for a performance bonus, in addition to base salary.

Customer Support & Issue Resolution


* Provide prompt, professional, and efficient service to customers via phone, email, and chat channels.


* Troubleshoot and resolve inside sales, billing and account-related issues, escalating when necessary.


* Resolve basic to moderately complex customer concerns and route issues to the appropriate teams when needed.


* Educate customers on product functionality, best practices, and available resources.

Customer Experience & Relationship Management


* Serve as a trusted point of contact for customers, ensuring a high-quality experience across all touchpoints.


* Build and maintain positive relationships with customers, supporting account needs and ongoing engagement.


* Identify trends, recurring issues, and customer feedback to improve processes and products.

Sales Support & Revenue Generation


* Engage with prospective and current customers to identify needs and recommend appropriate products or solutions.


* Proactively follow up with leads, demo requests, and inbound inquiries to drive conversion and adoption.


* Assist customers with onboarding activities such as account setup, product registration, and upgrades.


* Promote additional services, training opportunities, and solutions that enhance customer outcomes.

Account Coordination & Operational Support


* Support account-related activities including entitlement management, account updates, and coordination with internal systems.


* Document all customer interactions, activities, and outcomes in appropriate systems (e.g., Zuora, Salesforce)


* Maintain accurate records of customer communications, orders, and service activity.


* Assist with training coordination, and customer follow-up activities.

Team Collaboration & Continuous Improvement


* Collaborate with sales, support, product, and implementation teams to deliver seamless customer experiences.


* Participate in ongoing training, coaching, and knowledge-sharing initiatives.


* Contribute to process improvements, workflow efficiencie...