[Hiring] Customer Service Specialist @SORACOM

Role Description

You will serve as a key member of the team in the Americas and will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world.

As a Customer Service Specialist, you will play a critical role in managing and supporting customer and partner accounts. You will assist with customer and partner communications, the administration of customer and partner accounts, and other customer service functions. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer experiences.

Key Responsibilities

• Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
• Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
• Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
• Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
• Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams.

You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.

Qualifications

• You are a relationship builder who enjoys meeting new people from diverse backgrounds.
• You can rapidly create connected trust at all levels of the customer organization.
• You love continuously learning about Soracom's products, services, and applications.
• You have exceptional verbal and written communication skills.
• You thrive in a fast-paced environment with quick decision-making.
• You are excited about working across time zones and cultures as part of a global team.
• You’re comfortable exploring and using emerging AI tools to enhance efficiency and creativity.

Requirements

• 2-4 years of customer service or account management experience.
• Strong verbal and written communication skills.
• Proficiency with invoicing tools and shipping logistics platforms is a plus.
• Ability to work independently in a remote environment.
• Familiarity with order fulfillment and logistics processes is a plus.
• Extensive experience working with Salesforce and Slack.
• Strong attention to detail and a commitment to accuracy, with the ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data before they impact customers or internal teams.

Benefits

• Fully remote work, based in the US Mountain or Central time zones.
• Remote-first work environment for employees based in the United States.
• Flexible scheduling that supports productivity and work-life balance.
• Access to modern tools, a dedicated technology budget, and leading AI platforms.
• Opportunities for rapid learning, professional development, and career growth.
• Skills-based career progression based on impact, contribution, and performance.
• Collaborative, globally distributed team environment.
• Comprehensive health benefits including medical, dental, and vision coverage.
• Retirement benefits, including a 401(k) plan and company match.
• Life insurance, including basic, voluntary, and AD&D coverage.
• Paid time off, including vacation, sick leave, volunteer time, and company-observed holidays.
• Family-friendly benefits, including maternity, paternity, and parental leave.
• Short-term and long-term disability benefits.
• Employee stock option program.