My Company appears to operate in a regulated industry, likely serving customers who require careful, compliance-aware support interactions. Based in Illinois, the company offers a fully remote work environment and is staffing a dedicated customer support function — a signal that customer experience is a meaningful operational priority. The team is established enough to have defined support tiers, internal tooling, and cross-functional feedback loops with product and operations. This is a role with real scope and visibility, not a transactional queue-clearing position.
About the Role
This is a fully remote, mid-level Customer Support Specialist role built for someone who resolves hard problems independently, documents what they learn, and turns ticket patterns into product intelligence. You'll own a defined tier of complex customer issues end-to-end — no hand-holding, no chronic escalation — and your work will directly shape how the team handles edge cases and how the product evolves. For a support professional who wants their analytical instincts and documentation habits to actually move the needle, this is that opportunity.
Responsibilities
Build and actively maintain a personal knowledge base of product edge cases and tricky escalation scenarios, then share findings with the broader team in a structured, repeatable way — with the goal of cutting repeat and duplicate ticket volume by 20% within your first six months.
Take full ownership of a designated tier of complex customer issues from first contact through resolution, handling multi-step problems without escalation and driving CSAT scores to 4.5/5 or above on your assigned tickets within the first 90 days.
Mine ticket data and customer feedback on an ongoing basis to surface the top recurring pain points, then translate those patterns into a structured report with clear, prioritized recommendations for the product or operations team — targeting at least three accepted and actioned recommendations by month six.
Manage customer relationships remotely and largely autonomously, communicating with empathy and precision across written channels to keep customers informed, confident, and satisfied throughout complex resolution processes.
Coordinate with product and ops stakeholders to close the loop on submitted recommendations, tracking whether changes land and identifying follow-on improvements as needed.
Stay current on product changes, regulatory considerations, and policy updates relevant to the customer tier you support, integrating new knowledge into your documentation and customer communications in real time.
What we're looking for
Has independently resolved complex, multi-step customer issues end-to-end without escalation in a prior support role
Has built or maintained internal documentation (FAQs, runbooks, knowledge base articles) that measurably reduced repeat contacts or ticket volume
Has synthesized ticket or customer feedback data into structured recommendations that were adopted by a product or operations team
Demonstrates clear, empathetic written communication capable of owning customer relationships remotely with minimal oversight
Build and maintain a personal knowledge base of product edge cases and common escalations, proactively sharing findings with the team to reduce repeat ticket volume
Own end-to-end resolution of a defined tier of complex customer issues without escalation, driving faster closure and higher customer satisfaction scores
Identify the top recurring customer pain points from ticket data and deliver a structured report with actionable product or process recommendations to the relevant team
Has independently resolved complex, multi-step customer issues end-to-end in a prior support role — without defaulting to escalation — and can speak to specific examples and outcomes.
Has built or maintained internal support documentation (FAQs, runbooks, knowledge base articles, or equivalent) that demonstrably reduced repeat contacts or ticket volume; knows what makes documentation actually get used.
Has synthesized ticket or customer feedback data into structured recommendations that a product or operations team accepted and acted on — not just flagged problems, but framed solutions.
Demonstrates clear, empathetic written communication capable of owning customer relationships remotely with minimal day-to-day oversight; manages ambiguity and urgency without losing professionalism.
Has worked in or adjacent to a regulated industry (healthcare, fintech, legal, insurance, or similar) and understands how compliance context shapes what you can say, how you document it, and how you handle sensitive situations.
Nice to have
Experience working in a tiered support model where they owned a defined complexity tier
Familiarity with support tooling such as Zendesk, Intercom, or Freshdesk
Has collaborated cross-functionally with product or ops teams to close feedback loops
Prior remote, part-time, or async work experience with strong self-management habits
Experience tracking personal or team support metrics (CSAT, FRT, repeat contact rate)
Experience in a tiered support model where you owned a specific complexity tier with defined ownership boundaries and accountability.
Hands-on familiarity with support platforms such as Zendesk, Intercom, or Freshdesk — comfortable building views, using macros, and pulling basic reporting.
A track record of cross-functional collaboration with product or ops teams to close feedback loops, not just submit tickets into a void.
Prior remote or async work experience with strong personal systems for managing time, priorities, and communication without an in-office structure.
History of tracking and improving personal or team support metrics — CSAT, first response time, repeat contact rate — and using that data to adjust behavior or process.
Fully remote role — work from anywhere in Illinois with the flexibility that comes with a distributed team.
A position with genuine scope: you'll own a meaningful customer tier and have a direct line to influencing product and operations decisions through your work.
Structured opportunity to grow into a documentation and insights function, not just a ticket-closing role.
Collaborative team environment where your findings and recommendations are expected, not just welcomed.
Competitive compensation commensurate with mid-level support experience in a regulated-industry context — specific details shared during the interview process.
