Customer Support Associate

Full Job Description

About the Opportunity

Virtually Talent is hiring on behalf of one of our U.S.-based clients in the automotive services industry, a fast-growing brand known for convenience, care, and a fun, people-first culture. They’re expanding rapidly across multiple locations and are ready to welcome a skilled Customer Support Associate to help elevate customer loyalty, retention, and satisfaction.

Job Responsibilities

What You’ll Do

• Be the friendly voice and first impression of the brand-creating positive experiences that strengthen long-term loyalty.
• Guide members through subscription or service plans, helping them choose upgrades, resolve billing issues, and stay active through personalized support.
• Proactively reduce cancellations by understanding customer needs, communicating value, and offering creative save or retention options.
• Respond to customer reviews and feedback on Google and social channels with professionalism, empathy, and an upbeat tone.
• Manage membership inquiries and CRM tickets with accuracy — ensuring that every record is updated and every customer receives timely responses.
• Partner with leadership to spot patterns in cancellations or feedback, and recommend improvements to boost member conversion and satisfaction.
• Help document internal workflows and customer communication best practices to support scalability as the company grows.

Job Requirements

Success Is Likely If You…

• Bring genuine care and service energy — you believe in turning every customer touchpoint into a moment of trust and connection.
• Have experience in customer support, loyalty programs, or membership-based businesses.
• Are articulate, calm under pressure, and confident communicating across phone, email, and chat.
• Are bilingual (English/Spanish) — you see language as a bridge to connect with more customers.
• Think proactively about retention and loyalty, not just issue resolution.
• Stay organized and consistent, balancing empathy with efficiency.
• Enjoy feedback and coaching to keep improving your communication and impact.
• Are tech-comfortable and quick to learn new systems (CRM, ticketing, or POS tools).

Skills Required

• Customer Support - Expert
• Admin Support - Expert
• CRM - Intermediate
• Communication Skills - Expert

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