eCommerce Customer Support & Sales Specialist for a U.S. e-Commerce

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About the Client

Our client is a B2B Voice AI solutions company that helps businesses automate and streamline their customer interactions, lead handling, and appointment scheduling using AI-driven voice technology.

About the Role

We are seeking dedicated Customer Service Representatives (CSRs) with a strong sales mindset to join our support team. This role goes beyond traditional support—you will manage a high volume of customer inquiries and tickets while also identifying opportunities to drive revenue through upselling, repeat purchases, and B2B outreach.

The ideal candidates are proactive problem solvers with excellent interpersonal and communication skills, capable of delivering personalized, empathetic support while contributing to sales growth. You will play a key role on the front lines of the customer experience, helping resolve concerns, increase customer lifetime value, and strengthen brand loyalty.

Key Responsibilities

Customer Service & Communication

• Respond promptly, professionally, and empathetically to customer inquiries via email, chat, and support tickets
• Manage high-volume support requests with efficiency, accuracy, and attention to detail
• Analyze customer issues, diagnose concerns, and provide effective solutions or escalate when needed
• Maintain thorough documentation of all customer interactions in the support system
• Build strong relationships with customers by delivering personalized, brand-aligned support

Sales & Revenue Generation

• Identify opportunities to upsell or cross-sell products during customer interactions
• Re-engage existing customers to drive repeat purchases (e.g., post-delivery follow-ups)
• Follow up with leads and prospects to increase conversion rates
• Support and gradually take ownership of B2B outreach efforts (e.g., schools, organizations, bulk orders)
• Deliver confident and structured sales communication when presenting products or offers

Administrative & Operational Support

• Maintain accurate records in CRM and support tools (e.g., ticketing systems, Klaviyo, Postscript)
• Track customer interactions, sales activities, and follow-ups
• Ensure alignment with internal processes and workflows
• Identify trends in customer inquiries and provide feedback for process improvements

Requirements:
• 2+ years of experience in customer service with a strong sales or revenue-driven component
• Experience in eCommerce environments strongly preferred
• Proven ability to balance high-volume support with sales objectives
• Strong communication skills (written and verbal) with the ability to be both empathetic and persuasive
• Demonstrated ability to convert leads, upsell, or drive repeat business
• Comfortable working with CRM systems and support tools (experience with Klaviyo, Postscript, or similar is a plus)
• Strong critical thinking and problem-solving skills
• Highly organized, detail-oriented, and able to multitask in a fast-paced environment
• Comfortable working independently in a remote setting