Customer Support Specialist

ScaleSource

Customer Support Specialist managing inbound and outbound customer communications for U.S. franchise operations.

Posted 7/20/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSenior💰 $1,250 - $1,500 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing high volumes of customer interactions across multiple channels while maintaining professionalism and organization. Proficient in using CRM systems to track and manage customer communications and appointments effectively.

Highest-signal resume keywords

Customer Interaction ManagementCRM System ProficiencyAppointment SchedulingStrong Organization SkillsFluent English Communication

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SupportAppointment SchedulingSOP AdherenceService RecoveryData Logging

Soft Skills

Professional CommunicationWarm ToneProblem-SolvingTime ManagementAttention to Detail

Tools & Technologies

ZendeskHubSpotSalesforceServiceTitan

Industry Keywords

Customer-Facing RolesAdmin SupportMulti-Channel CommunicationFollow-Up TasksRoutine Escalation Management

About the role

Key responsibilities & impact

Answering inbound contacts quickly and professionally, in every channel
Making outbound calls, callbacks, and follow-ups without being chased to do it
Logging every meaningful contact so the next person is not starting from zero
Handling routine questions completely instead of pushing them to a manager
Keeping tone warm, clear, and professional even at hour seven of a heavy day
Scheduling appointments accurately the first time
Confirming appointments before they happen
Rescheduling cleanly when plans change
Sending reminders so the calendar is real, not aspirational
Running light service recovery when something goes sideways
Accurate, current notes on every customer and every interaction
Correct tags and statuses, applied consistently
Follow-up tasks created with owners and due dates
Closing out what is done and surfacing what is stuck
Recurring admin tasks across multiple locations
Flagging anything that genuinely does need an operator decision
Recognizing what is routine and what is an escalation
Following the SOP exactly, not the version you invented on the fly

Requirements

What you’ll need

3+ years in customer-facing or admin support roles
Handled 60+ customer interactions per day for 6+ consecutive months — this must be demonstrable, not estimated
2+ years using Zendesk, HubSpot, Salesforce, ServiceTitan, or a similar CRM / help desk system
Fluent written and spoken English at a professional, customer-facing level
Experience working across multiple channels — phone, email, SMS, chat
Experience scheduling, confirming, and rescheduling appointments
Ability to follow a documented SOP precisely
Strong organization skills with a real personal system for tracking work
Professional home office setup and reliable internet
Willing to undergo the required training assessment as part of the recruitment process
Must be available Monday–Friday, 9:00 AM–6:00 PM in PST, CST, or EST

Benefits

Comp & perks

Better Role Matching — you are placed where you can actually perform and grow, not just fill a seat
Real Upside — strong performers unlock raises, long-term stability, and future opportunities
Work With U.S. Operators — direct exposure to franchise owners focused on growth and execution
Real Ownership — your work directly impacts operations. Less bureaucracy, more responsibility from day one
Multi-Location Exposure — work across multiple franchise locations and learn how scalable operations actually run