Customer Success Specialist

Role overview Help customers resolve questions and issues related to their orders, providing clear updates and coordinating follow-up with internal teams and field process servers. The work combines phone, email, and ticket support with careful order review and occasional court docket research. It calls for a calm, customer-focused approach while managing a high volume of requests and shifting priorities.

Responsibilities - Respond to support tickets and resolve questions or problems involving existing orders. - Handle a high volume of calls, assist current customers, and guide new customers through placing orders online. - Answer customer and internal questions by phone or email, including order and payment matters and coordination with field process servers. - Record issues in the team's knowledge documentation system. - Check court dockets for case filing information and occasionally retrieve filed documents. - Review order details, investigate problems, and follow through on corrective actions.

Requirements - High school diploma or GED and 1–3 years of phone-based customer support or call center experience. - English reading, writing, and speaking skills. - Ability to review and transcribe information, investigate issues, and apply solutions accurately. - Comfort handling repetitive tasks while maintaining quality in stressful situations. - Ability to anticipate problems and adapt to process changes or improvements. - Typing speed of at least 55 words per minute; experience with document editing, PDF tools, office software, or phone systems is preferred.

Benefits and work setup - Remote position for candidates located in Puerto Rico, with weekday schedules listed as 7:00 a.m.–4:00 p.m. Pacific time. - Health, dental, vision, life, and disability coverage; retirement plan with employer matching; paid time off, seven company holidays, and four floating holidays. - Flexible spending accounts, an employee assistance program, and pet insurance.