Customer Support Specialist (Remote) (C2 English level required o Near Native English)

Customer Support & Follow-Up Specialist
Schedule:
Option 1 (Monday Friday):
9:00 AM 5:00 PM EST
Flexibility may be required based on workload and business demands
Job description:
The Customer Support & Follow-Up Specialist will support a high-performing sales representative by managing lead follow-ups, maintaining CRM accuracy, improving response times, and ensuring consistent customer communication.
This role is focused on maximizing pipeline efficiency, preventing missed opportunities, and enhancing the overall customer experience. The Customer Support & Follow-Up Specialist will act as an operational extension of the sales team, allowing sales agents to focus on closing deals.
This is not a closing or negotiation role. Instead, the position is responsible for follow-ups, coordination, organization, and client relationship management.
The ideal candidate is proactive, highly organized, and customer-focused, with strong interpersonal skills and the ability to manage multiple conversations and tasks simultaneously.
Responsibilities:
Perform immediate follow-up on newly assigned leads
Confirm contact information and conduct basic qualification questions
Execute structured follow-up sequences via calls, emails, and CRM activities
Re-engage inactive or unresponsive leads
Escalate highly interested (hot) leads to the sales representative
Maintain accurate and updated CRM records, including notes, tags, and deal stages
Identify stalled opportunities and prompt necessary next steps
Ensure consistency and structure in CRM usage and data entry
Schedule, confirm, and reschedule appointments for the sales agent
Send reminders and ensure smooth coordination of meetings
Prepare relevant context and information before scheduled calls
Gather necessary information to support the quoting process
Draft emails and organize attachments for review by the sales representative
Monitor missed calls and ensure prompt follow-up
Log all interactions and assign callbacks as needed
Conduct customer retention and reactivation efforts
Follow up with past customers to encourage repeat business
Perform loyalty check-ins and identify upsell opportunities
Escalate customer needs or potential revenue opportunities
Provide basic customer support and route pricing or technical questions appropriately
Handle customer concerns with professionalism and assist in de-escalation when needed
Qualifications:
23+ years of experience in customer service, sales support, or related roles
Experience handling inbound and outbound communication (calls, emails, follow-ups)
Prior experience working with CRM systems (e.g., GoHighLevel or similar tools)
Proven ability to manage multiple tasks, leads, and follow-up workflows
Experience working with diverse customer profiles or multiple companies is a plus
Strong understanding of customer lifecycle and retention processes
Skills:
Strong verbal and written communication skills in English
Excellent interpersonal skills and customer-focused mindset
High level of organization and attention to detail
Strong follow-up discipline and process-oriented thinking
Problem-solving and conflict resolution abilities
Ability to de-escalate customer issues and maintain positive interactions
Proactive mindset with the ability to take initiative
Adaptability and willingness to take on additional responsibilities
Time management and prioritization skills
Nice to have:
Previous experience in appointment setting or sales support roles
Experience in retention, reactivation, or upselling initiatives
Familiarity with automation tools or AI-based workflows
Exposure to fast-paced sales environments