[Hiring] Customer Support Specialist @Hunt St

Role Description

We are looking for a proactive and customer-focused Customer Support Specialist to support association members and manage incoming inquiries through our ticketing system. This role will primarily focus on member support and ticket management using Freshdesk, while also assisting with Klaviyo email and SMS campaigns and supporting incoming sales inquiries when needed.

The ideal candidate is organized, responsive, and experienced in managing customer interactions while working with customer support and email marketing platforms.

IMPORTANT: DO NOT APPLY IF YOU DON'T HAVE A HANDS-ON EXPERIENCE IN FRESHDESK & KLAVIYO

Key Responsibilities:

• Customer Support
  • Provide timely and professional support to association members via Freshdesk ticketing system and inbox support.
  • Manage, track, and resolve customer support tickets efficiently.
  • Ensure all member inquiries are addressed accurately and in a timely manner.
  • Assist with the rollout and ongoing use of Freshdesk for support ticket management.
• Sales Inquiry Support
  • Handle initial sales inquiries when the main sales setter is unavailable.
  • Provide coverage particularly on Sundays and Mondays, as the current setter works Tuesday through Saturday.
  • Ensure all inbound inquiries are acknowledged and directed appropriately.
• Klaviyo Support
  • Assist with Klaviyo email and SMS campaigns, including campaign setup, edits, and scheduling.
  • Manage lists and audience segmentation within Klaviyo.
  • Support the migration from AWeber to Klaviyo, ensuring data and lists are transferred correctly.

Qualifications

• Proven experience using Freshdesk for customer support or ticket management.
• Hands-on experience with Klaviyo, including email campaigns, segmentation, and automation.
• Strong customer service and communication skills.
• Experience handling inbox support and ticket resolution.
• Ability to manage multiple inquiries and prioritize tasks effectively.
• Ability to work on Sunday and Monday coverage for sales inquiry support.
• Detail-oriented and highly organized.

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work.
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).