Customer Support Specialist – B2B Customer Success

eFlexervices

Customer Support Specialist ensuring optimal communication with e-commerce partners. Focused on managing high-speed support channels and enhancing the customer experience through technical assistance.

Posted 6/9/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary)
Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response
Create detailed Jira tickets for every bug, feature request, or issue with vital context
Triage incoming issues based on urgency, flagging P0 issues to Engineering via Slack
Keep tickets moving by following up with the engineering team
Walk new merchants through the onboarding checklist and technical setup tracking
Prepare and deliver weekly reports covering tickets opened/closed and customer health concerns

Requirements

What you’ll need

2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment
Proven track record of managing high-volume communication (Slack-heavy workflows are a plus)
Proficient experience in using Jira and HubSpot
Expert-level familiarity with Slack and Google Workspace
Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers
Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages
Ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2)

Benefits

Comp & perks

Comprehensive HMO coverage
Optical reimbursements
Flexible vacation and sick leaves
Opportunities for growth and development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

JiraHubSpottechnical terminologyTXT recordsA/B testingEdge Delivery

Soft Skills

customer-facinghigh-volume communicationwritten English skillscalm under pressureissue assessment