Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring an Account Support Associate to handle customer questions about account access, services, updates, and routine requests. The role maintains accurate records, coordinates with internal teams, follows up on open requests, and escalates unresolved issues.
Responsibilities
- Receive customer questions and routine account support requests through a support platform such as Help Scout, email, and assigned service queues
- Confirm customer contact details, account information, request purpose, and available service history before responding or taking the next action
- Provide clear information about available services, account updates, common processes, and appropriate next steps using approved knowledge resources
- Enter accurate interaction notes, request details, actions taken, and customer commitments in a CRM such as Copper
- Review open requests throughout the day, prioritize items needing attention, and follow up with customers when information or confirmation is needed
- Coordinate with internal service teams and account contacts to obtain updates, clarify ownership, and keep customer requests moving forward
- Escalate unresolved questions, access concerns, or service issues to the customer service team lead with complete notes and relevant account context
- Update customers on progress, explain next steps in plain language, and confirm when a request has been addressed
- Use spreadsheets and data entry such as Microsoft Excel to organize assigned request lists, status updates, and recurring question themes
- Meet quality expectations through accuracy, timely turnaround, complete notes, respectful communication, and dependable follow-up
Skills
- High school diploma or equivalent
- No experience required
- Interest in account support, customer questions, service information, and organized follow-through
- Ability to review account details carefully and explain routine processes in clear, professional language
- Comfort using a CRM such as Copper, a support platform such as Help Scout, and spreadsheets and data entry such as Microsoft Excel
- Ability to manage assigned queues, maintain complete interaction notes, and recognize when a request needs escalation
- Sound judgment when handling customer information and following established team procedures
- Authorization to work in the United States
- Related experience preferred
Benefits
- Fully remote work from a dedicated home workspace in North Carolina, United States.
- Structured onboarding and training on the named systems, request workflows, service information, and communication practices.
- Regular check-ins with the customer service team lead to review questions, priorities, and development.
- Skills development in account support, request coordination, customer communication, and workflow organization.
- Health coverage
- Paid leave
- A 401(k)
- Bonus opportunities
- Stipends
Company Overview