Customer Care and Sales Specialist

Customer Care & Sales Specialist

Team: Customer Care
Location and Schedule: Remote; schedule to be determined
Employment Type: Full-time
Reports To: Co-Founder

Why This Role Exists

This role ensures subscribers receive timely, high-quality support while identifying opportunities to enhance their experience through thoughtful guidance and upsells. It bridges customer care and revenue growth for a subscription-based product. Additionally, this role supports internal operations by assisting with administrative tasks such as invoice collection and maintaining organized records in QuickBooks to ensure smooth backend processes and full-time workload coverage.

Outcomes to Own

First 90 Days

• Learn the subscription product, support tools, and processes
• Respond accurately to customer inquiries and assist with sales-informed guidance
• Begin supporting basic admin tasks such as invoice collection and organizing QuickBooks

Six Months

• Handle customer interactions independently and consistently deliver high-touch support
• Identify upsell opportunities during customer interactions
• Regularly support admin workflows, maintaining accuracy in invoices and QuickBooks entries

Twelve Months

• Contribute to improving subscription retention and customer satisfaction
• Support revenue growth through proactive guidance and product recommendations
• Sustain organized financial admin support and contribute to smoother internal operations

What You Will Do

• Manage customer inquiries across multiple channels, providing clear and accurate responses
• Resolve customer issues promptly and follow up to ensure satisfaction
• Recommend appropriate subscription options or add-ons based on customer needs
• Document interactions and maintain accurate records in the support system
• Collaborate with the Customer Care Lead to improve processes and workflows
• Share customer feedback and insights to help refine products and services
• Assist with invoice collection and follow-ups
• Help ensure QuickBooks records and documentation stay organized and up to date
• Support general administrative tasks as needed to fill remaining hours

KPIs and Guardrails

Primary KPIs

• Customer satisfaction and experience quality
• Timeliness and accuracy of responses
• Effective identification of upsell opportunities
• Accuracy and timeliness in invoice collection and QuickBooks organization

Guardrails

• Maintain brand tone and high-touch service standards in all customer interactions
• Ensure records and documentation are complete and accurate
• Maintain confidentiality and accuracy when handling financial and administrative information

Must-Have Experience

• Customer support experience in subscription or high-ticket service models
• Strong communication and problem-solving skills
• Comfort with sales-informed support or upselling
• Familiarity with customer support platforms and subscription management tools
• Reliable, proactive, and detail-oriented work style

Nice to Have

• Experience in e-commerce or SaaS subscription support
• Exposure to high-value or premium customer service
• Ability to suggest improvements based on customer feedback

Tool Stack

• Subscription support platforms (specific tools TBD)
• Customer support management software
• Internal collaboration tools (Slack, Notion, etc.)
• QuickBooks for financial record organization

Working Model

The team collaborates asynchronously using Slack and project management tools, with regular check-ins with the Customer Care Lead. Core hours and schedule flexibility are determined based on team alignment and workload.