Customer Support Specialist I

Position Overview

At Constant Contact, we are a team of seriously awesome people who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner. We are energized by new challenges and new possibilities. Our customers and their businesses are at the heart of everything we do. As a Customer Support Specialist I, you will play a critical role in delivering world-class service, providing guidance, and helping small businesses and non-profits maximize the value of our digital marketing product suite.

Employment Type

Full-time

Location Type

100% Remote

Salary

Starting at $19/hr, with performance-based increases available within the first year.

Hours of Operations

Monday-Friday 8:00 AM - 8:00 PM EST and Saturdays 10:00 AM - 6:00 PM EST

Position Summary

As a Customer Support Specialist I at Constant Contact, you will provide expert-level support in a fast-paced, metrics-driven environment. This is not an entry-level role; we are seeking experienced customer support professionals who bring strong de-escalation skills, a proactive approach to customer retention, and a customer-first attitude. You’ll serve as a trusted advisor to our users, ensuring their inquiries are resolved and their success is supported through your communication, critical thinking, and technical fluency.

Key Responsibilities

• Deliver Exceptional Service: Handle inbound customer interactions via phone with professionalism, clarity, and empathy.
• Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently.
• Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions.
• Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success.
• Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly.
• Documentation: Accurately document all customer interactions and actions taken in Salesforce.
• Remote Work Protocol: Adhere to a consistent work schedule including two 15-minute breaks and one 30-minute lunch.
• Team Collaboration: Actively participate in team communication via Slack and internal tools to ensure visibility and alignment.

What We’re Looking For

• Call Center Experience: Minimum of 2+ years in a call center environment; SaaS, subscription-based, or tech support experience preferred.
• KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA, and FCR.
• Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms.
• Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing.
• Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism.
• Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance.
• Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care.
• Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty.

Preferred Attributes

• Passion for helping small businesses grow.
• Strong communication and active listening skills.
• Ability to remain organized and focused while multitasking.
• Self-starter who thrives in a remote environment with minimal supervision.

Application Instructions

• This is a 100% remote position starting September 8th.
• A 90-day attendance policy applies from your start date.

Company Information

At Constant Contact, we empower people everywhere to pursue their dreams by helping business owners, entrepreneurs, non-profits, and individuals succeed online. We provide the tools and support they need to grow.