Customer Support Specialist

Second Nature

. Answer inbound customer service emails and calls and resolve issues in a timely manner .

Posted 9/24/2026full-timeRemote • United StatesJuniorMid-Level💰 $53,000 - $56,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and support, utilizing Salesforce Service Cloud to resolve issues efficiently while maintaining high customer satisfaction metrics. Capable of effective communication and rapport building in a fast-paced, technology-driven environment.

Highest-signal resume keywords

Salesforce Service Cloud ExperienceCustomer Service ExcellenceEffective Communication SkillsProblem-Solving AbilitiesAbility to Meet Deadlines

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceIssue ResolutionProduct KnowledgeTechnical SupportSalesforce Service CloudG-SuiteData EntryMetrics AchievementObjection HandlingUpselling

Soft Skills

Rapport BuildingAdaptabilityTeam CollaborationOrganizational SkillsProfessionalism

Tools & Technologies

Salesforce Service CloudG-SuiteResident Experience Platform

Industry Keywords

Customer SatisfactionCSAT ScoresSOPsResident Benefit PackageFirst-Line Support

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Answer inbound customer service emails and calls and resolve issues in a timely manner
Use Salesforce Service Cloud to respond to customer tickets
Ensure timely resolution of issues and maximize customer satisfaction
Deliver first-time resolution with quality and professionalism
Provide proactive customer service through questioning, listening, probing, rapport building, and objection handling
Maintain accurate customer contact details and company information in Salesforce and partner platforms
Follow SOPs and maintain professional standards
Maintain understanding of all Resident Benefit Package products
Meet and exceed customer expectations, goals, and metrics measured through GetFeedback or CSAT scores
Provide first-line support for technical issues and product information
Review and update product-offering information for client and resident accounts
Respond thoroughly to assigned cases and provide prompt resolution
Identify opportunities to upsell additional products to current Resident Benefit Packages
Achieve key outcomes including product education by Day 30, resolving 65+ issues per month by Day 60, and CSAT 90%+, post-call score 4.8+, and QA score 85%+ by Day 90+
Support property managers and their residents as part of Second Nature’s Resident Experience Platform

Requirements

What you’ll need

2+ years experience in customer service, building rapport over the phone and overcoming objections
Experience with Salesforce Service Cloud (or similar) and G-suite
Proven experience delivering results while meeting tight deadlines
Ability to communicate effectively with internal and external stakeholders
Confident personality with the ability to adapt quickly in a technology-led environment
Ability to plan and organize workload in a fast-paced environment
Ability to work successfully as an IC and as part of a team
Team and customer-service focus
Ability to work a M-F, 9 to 6 EST schedule
Must be available during scheduled working hours
Quiet, professional, distraction-free work environment
Own reliable high-speed internet connection
Legal right to work in the United States after hiring

Benefits

Comp & perks

Offers Equity
Medical, Dental, Vision, & Life Insurance
401K Plan
Work Remotely from anywhere in the US
Open PTO and sick days
A supportive team to help you grow your career and unlock your full potential
Opportunity to get in on the ground floor of a fast-growing startup
Bi-annual in-person company meetings with reimbursed business travel costs
Remote-first, work-from-home flexibility