Account Support Representative

Job Title: Account Support Representative

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

When customers ask about their accounts, this role helps them leave with a clear answer and a practical next step. The Account Support Representative provides account support within the customer support team under a customer service team lead. The representative works with customers, account managers, and service teams to explain account information and coordinate answers. This fully remote position offers work from home in New York, United States. Clear explanations and dependable follow-up help customers understand service updates without repeating their questions. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Respond to customer questions arriving through an assigned email and service ticket queue, identifying the account involved and the help requested.
• Confirm the customer's account using approved verification steps before discussing information, and check existing notes to understand earlier conversations and unresolved requests.
• Review account contact information, service status, and customer preferences in a CRM such as HubSpot, noting discrepancies that need confirmation before updates.
• Create and update service tickets in a Support platform such as Freshdesk, recording the question, checks completed, response provided, and next action.
• Explain available account features, service information, and routine update steps in plain language, using approved reference materials rather than guessing at answers.
• Check order progress and service request status with the responsible team, then communicate confirmed information and realistic next steps to the customer.
• Complete permitted contact and preference updates after verification, checking the saved information and confirming the outcome through the appropriate communication channel.
• Follow up on outstanding questions when an update is due, and escalate unresolved account issues or repeated concerns to the customer service team lead.
• Coordinate with account managers and service teams when requests cross responsibilities, providing enough context for a useful handoff and tracking the response.
• Close resolved tickets with complete notes; quality is judged by accuracy, turnaround, clear explanations, and follow-up, while recurring concerns inform team feedback.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience helping customers or supporting account inquiries is preferred, including experience gained through volunteering or other service activities.
• Ability to learn account terminology, service options, order status information, and the limits of routine account updates.
• Familiarity with customer databases and service ticket workflows, or willingness to learn the example systems through guided practice.
• Clear written communication and the ability to explain unfamiliar information patiently, ask focused questions, and confirm customer understanding.
• Careful reading and accurate typing when comparing account details, reviewing conversation history, and entering concise service notes.
• Ability to prioritize pending requests, recognize when help is needed, and maintain ownership through a handoff or resolution.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work supporting customers from home in New York.
• Structured onboarding and training on the named example systems, account workflows, reference materials, and customer communication standards.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce consistent service practices.
• Opportunities to build account knowledge, customer relationship building, order tracking, and service coordination skills through daily work.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.