Customer Support Specialist

We are seeking a detail-oriented and service-driven Customer Support Specialist to join our growing team. This individual will play a key role in ensuring smooth post-sales operations, high client satisfaction, and financial process support. The primary responsibilities include help desk ticket management and providing tier-one help desk support, sales order processing, managing customer and partner renewals, invoicing and billing, and accounts receivable and finance support.

The Customer Support Specialist will be a central link between our clients, partners, and internal teams—ensuring operational excellence and timely resolution of support and billing inquiries.

Key Responsibilities

• Help Desk Ticket Management: Monitor, triage, and manage incoming support requests through the help desk system, ensuring timely response, proper routing, and efficient issue resolution.

• Tier-One Help Desk Support: Provide initial technical and customer support to clients, resolving common issues independently and escalating more complex matters when necessary.

• Sales Order Processing: Manage the end-to-end order process from receipt through completion, ensuring accuracy, completeness, and compliance with established procedures.

• Customer Renewal Management: Coordinate and execute client contract renewals, maintaining up-to-date records and ensuring a seamless renewal experience.

• Partner Renewal Management: Collaborate with channel partners to manage renewal schedules, prepare necessary documentation, and support partner-related billing and reporting needs.

• Partner Program Administration: Administer FutureFeed's Partner Program, including issuing RPO fee rebates and Market Development Funds (MDF) in accordance with established policies and partner agreements.

• Invoicing and Billing: Generate, review, and distribute accurate invoices for clients and partners.

• Accounts Receivable Support: Contact customers and partners with outstanding payment balances.

• Finance Support: Assist with financial reporting, reconciliation tasks, and process improvement initiatives to support the broader Finance function.

• Cross-Functional Collaboration: Work closely with Sales, Finance, and Operations teams to ensure a consistent, high-quality customer experience and continuous process improvement.

Requirements

• Experience:

  • Bachelor’s or associate degree in business, finance, accounting, or a related field.

  • 2+ years of experience in customer support, order management, or billing within a B2B environment.

  • Demonstrated ability to manage customer relationships professionally and effectively.

  • Proven ability to work independently and collaboratively in a remote environment.

  • Experience in SaaS or compliance-related industries preferred.

• Skills & Attributes:

  • Excellent verbal and written communication skills, with the ability to simplify complex topics.

  • Strong interpersonal skills, with the ability to build rapport quickly.

  • A collaborative team player who also thrives as a self-starter.

  • Organized and detail-oriented, with strong follow-through.

  • Adept at managing multiple priorities in a fast-paced environment.

  • Proficiency with CRM, help desk, and finance systems (e.g., HubSpot, QuickBooks).