About us:
Smarter Contact is the market-leading AI-powered text and voice communications platform for real estate professionals in the US market. We’re building a best-in-class product with world-class talent to serve customers who rave about us. Will you join us?
About you:
This is a direct-hire, high-impact position designed for a support professional who views every interaction as an opportunity to build a relationship. As a Customer Support Specialist, you are the primary face and voice of Smarter Contact across our multiple support channels.
Your mission is to deliver best-in-class customer support while building trust and creating a seamless customer experience. You are not just closing tickets, you are solving complex SMS delivery issues, guiding customers through compliance requirements, and ensuring every interaction is handled with urgency, accuracy, and professionalism while maintaining strong customer satisfaction.
As a frontline representative of the company, you are uniquely positioned to identify customer needs and opportunities to improve retention and account growth. You will help surface opportunities for plan upgrades and add-ons while serving as a first line of defence against churn by identifying customer friction early, escalating issues appropriately, and partnering closely with Success and Product teams to help customers stay successful and engaged.
🔥 What You’ll Own:
* Provide high-quality assistance through real-time chat, emails and phone calls, ensuring a seamless experience across all channels.
* Consistently maintain a CSAT score of over 85% while meeting targets for response times and resolution speed.
* Achieve monthly revenue quotas by identifying and closing plan upgrades during customer interactions.
* Maintain accurate and up-to-date records of all chats, calls, and tasks within the CRM to ensure team-wide visibility.
* Identify early warning signs like frustration or delivery issues during live chats and resolve them to protect account health.
* Reinforce the Smarter Contact value proposition and competitive edge in every customer conversation.
* Capture and relay frontline insights regarding bugs, UX friction, and feature requests to the Product and Leadership teams.
* Work a minimum of 40 hours/week between 8 AM - 8 pm Eastern Standard Time, Monday to Friday
🧠 What We’re Looking For:
* 4+ years of experience in Customer Support or CX within a B2B SaaS environment, handling high-volume chat and phone queues.
* 2+ years of experience supporting US-based customers.
* Excellent written and verbal communication skills;
able to de-escalate, explain complex issues clearly, and drive resolution
* Proficient or native-level English (full business fluency)
* A proven track record of identifying expansion opportunities and meeting revenue targets
* Highly accountable to metrics, with a focus on maintaining consistent KPI improvement.
* Extremely organized and detail-oriented, ensuring 100% CRM hygiene and adherence to team playbooks/SOPs.
* Ability to remain composed, professional, and efficient in a fast-paced, high-pressure support environment.
* Strong business awareness;
able to identify retention risks and expansion opportunities during support interactions
* A coachable team player who proactively shares frontline feedback to help improve the product and the support process.
⚡️ Why Smarter Contact?
* USD base compensation
* 15 days PTO + 5 sick days + 10 floating holidays (6 weeks off)
* High autonomy, fast execution, real impact
* Professional development benefit
* Wellness benefit
* Employment anniversary and birthday gift
* Quarterly health allowance
* Remote-first team with a strong performance culture
* This opportunity is offered as a full-time independent contractor role
🚫 Please Don’t Apply If:
* You prefer a low-pressure, low-output environment
* You’re not fluent in English or are uncomfortable communicating directly with cross-functional teams
* You don’t meet the minimum customer support experience
* No experience working for a SaaS company
🚀 Ready to grow with us?
We’re looking for a proven Customer Support Specialist ready to build the next chapter of their career — and stay for the long haul. If that’s you, we’d love to hear from you.