Customer Care and Sales Specialist

Title: Customer Care & Sales Specialist

Team: Customer Care

Location and Schedule: Remote, schedule to be determined

Employment Type: Full-time

Reports To: Co-Founder

Why this role exists:

This role ensures subscribers receive timely, high-quality support while identifying opportunities to enhance their experience through thoughtful guidance and upsells. It bridges customer care and revenue growth for a subscription-based product. Additionally, this role supports internal operations by assisting with administrative tasks such as invoice collection and maintaining organized records in QuickBooks to ensure smooth backend processes and full-time workload coverage.

Outcomes to own:

First 90 days:

Learn the subscription product, support tools, and processes; respond accurately to customer inquiries and assist with sales-informed guidance.

Additionally, begin supporting basic admin tasks such as invoice collection and organizing QuickBooks.

Six months:

Handle customer interactions independently, consistently deliver high-touch support, and identify upsell opportunities.

Regularly support admin workflows, maintaining accuracy in invoices and QuickBooks entries.

Twelve months:

Contribute to improving subscription retention and customer satisfaction while supporting revenue growth through proactive guidance and product recommendations.

Sustain organized financial admin support and contribute to smoother internal operations.

What you will do:

Manage customer inquiries across multiple channels, providing clear and accurate responses.

Resolve customer issues promptly and follow up to ensure satisfaction.

Recommend appropriate subscription options or add-ons based on customer needs.

Document interactions and maintain accurate records in the support system.

Collaborate with the Customer Care Lead to improve processes and workflows.

Share customer feedback and insights to help refine products and services.

Assist with invoice collection and follow-ups.

Help ensure QuickBooks records and documentation stay organized and up to date.

Support general administrative tasks as needed to fill remaining hours.

KPIs and Guardrails:

Primary KPIs:

Customer satisfaction and experience quality

Timeliness and accuracy of responses

Effective identification of upsell opportunities

Accuracy and timeliness in invoice collection and QuickBooks organization

Guardrails:

Maintain brand tone and high-touch service standards in all customer interactions

Ensure records and documentation are complete and accurate

Maintain confidentiality and accuracy when handling financial/admin information

Must have experience:

Customer support experience in subscription or high-ticket service models

Strong communication and problem-solving skills

Comfort with sales-informed support or upselling

Familiarity with customer support platforms and subscription management tools

Reliable, proactive, and detail-oriented work style

Nice to have:

Experience in e-commerce or SaaS subscription support

Exposure to high-value or premium customer service

Ability to suggest improvements based on customer feedback

Tool Stack:

Subscription support platforms (specific tools TBD), customer support management software, internal collaboration tools (Slack, Notion, etc.), QuickBooks for financial record organization

Working Model:

The team collaborates asynchronously using Slack and project management tools, with regular check-ins with the Customer Care Lead. Core hours and schedule flexibility are determined based on team alignment and workload.