Hire remote customer success & support talent

What they do

• Answer inbound calls, chats and emails from customers
• Look up accounts, orders, appointments and billing details
• Resolve common questions and problems on first contact
• Schedule, reschedule and confirm appointments
• Document every interaction accurately in the CRM or helpdesk
• Escalate complex issues to the right internal team
• Make follow-up and courtesy calls when needed
• Flag recurring complaints and suggest process fixes

What we screen for

• Clear, confident spoken English with a neutral, easy-to-understand accent
• Phone and chat etiquette and active listening
• De-escalation with frustrated or upset customers
• Experience with a CRM or helpdesk system
• Accurate, fast typing and note-taking
• Following scripts, policies and privacy rules
• Bilingual English and Spanish (often a plus for U.S. customers)
• Patience and a steady, positive tone

Tools

• Zendesk
• Freshdesk
• Salesforce Service Cloud
• HubSpot Service Hub
• Intercom
• Help Scout
• RingCentral
• Aircall
• Five9
• Talkdesk
• Microsoft Teams
• Slack
• Google Workspace

What they do

• Onboard new customers and run product training sessions
• Own a portfolio of accounts and be their main point of contact
• Monitor product usage, health scores and churn signals
• Lead check-ins and quarterly business reviews
• Coordinate with support, product and sales on customer issues
• Identify expansion and upsell opportunities for the sales team
• Manage renewals and follow up on at-risk accounts
• Share customer feedback and feature requests with product
• Keep account notes and plans updated in the CRM

What we screen for

• Fluent, professional English for client calls and presentations
• Experience in SaaS or B2B customer success
• Relationship building with decision makers
• Running onboarding and training sessions
• Using health scores and usage data to prioritize accounts
• Renewal and expansion conversations
• Clear written follow-up and documentation
• Comfort learning technical products quickly

Tools

• Gainsight
• ChurnZero
• Totango
• Vitally
• Planhat
• Salesforce
• HubSpot
• Intercom
• Zendesk
• Zoom
• Loom
• Gong
• Notion
• Slack

What they do

• Enter and verify orders from the website, emailed purchase orders, EDI and accepted quotes
• Check pricing, terms, tax status and ship-to details against the quote or contract
• Confirm stock and release orders to the warehouse or drop-ship distributors
• Track open orders, backorders and partial shipments through to completion
• Send order acknowledgments, ETAs and tracking updates to customers
• Process order changes, cancellations, returns (RMAs) and replacements
• Resolve shipping exceptions with carriers, including delays and damage claims
• Coordinate with sales, purchasing, the warehouse and billing on order issues
• Keep order status accurate in the ERP and CRM and report on open orders

What we screen for

• Clear written and spoken English for customer and vendor updates
• Fast, accurate order entry in an ERP
• Handling backorders and RMAs from start to finish
• Reading purchase orders, quotes and packing slips closely
• Working with carriers and freight tracking (parcel and LTL)
• Basic Excel for open-order and backorder reports
• Organized follow-through across many open orders at once
• Experience with EDI orders or B2B purchasing portals (a plus)

Tools

• NetSuite
• SAP Business One
• Microsoft Dynamics 365 Business Central
• Acumatica
• Epicor
• QuickBooks Enterprise
• Salesforce
• HubSpot
• ShipStation
• UPS WorldShip
• FedEx Ship Manager
• SPS Commerce
• Microsoft Excel
• Zendesk

What they do

• Troubleshoot product issues reported by customers
• Reproduce bugs and document clear steps for engineering
• Investigate logs, API calls, integrations and configuration
• Run screen-share sessions to walk customers through fixes
• Escalate and track issues in the engineering backlog
• Write and update knowledge base articles and internal runbooks
• Monitor status alerts and help communicate incidents
• Mentor tier 1 agents on common technical issues

What we screen for

• Clear English for explaining technical issues to non-technical users
• Strong troubleshooting and root-cause analysis
• Working knowledge of APIs, JSON and webhooks
• Basic SQL for checking data
• Familiarity with browser dev tools, logs and networking basics
• Experience with ticketing and bug tracking tools
• Scripting in Python or JavaScript (a plus)
• Patience and precise written documentation

Tools

• Zendesk
• Jira Service Management
• Jira
• Freshdesk
• Intercom
• Postman
• Datadog
• Sentry
• Chrome DevTools
• Confluence
• Slack
• Zoom
• Linear