Customer Support Specialist

Until Labs, Inc. is a technology-driven company dedicated to developing innovative software solutions that help businesses improve efficiency, collaboration, and productivity. We pride ourselves on delivering exceptional customer experiences by combining cutting-edge technology with outstanding service. Our remote-first culture encourages innovation, teamwork, and continuous professional growth, empowering employees to make meaningful contributions while building rewarding careers.

Until Labs, Inc. is seeking a professional, customer-focused, and detail-oriented Customer Support Specialist to join our growing Customer Service team. In this role, you will serve as a primary point of contact for customers by providing timely, accurate, and courteous support through phone, email, live chat, and other communication channels.

The ideal candidate is an excellent communicator who enjoys helping others, solving problems, and delivering exceptional customer experiences. You will work closely with cross-functional teams to resolve customer inquiries, provide product and service information, troubleshoot basic issues, and ensure every customer interaction reflects the company's commitment to quality and professionalism.

• Respond promptly to customer inquiries via phone, email, live chat, and other communication channels.
• Provide accurate information regarding company products, services, policies, and procedures.
• Resolve customer concerns professionally while maintaining a positive customer experience.
• Troubleshoot basic technical and account-related issues and escalate complex cases when necessary.
• Process customer requests, account updates, and service-related transactions accurately.
• Document all customer interactions using the company's customer relationship management (CRM) system.
• Follow up with customers to ensure issues have been fully resolved.
• Collaborate with technical, operations, and product teams to address customer needs.
• Identify opportunities to improve customer satisfaction and recommend process improvements.
• Maintain confidentiality when handling customer information.
• Meet established service level agreements (SLAs), quality standards, and productivity goals.
• Stay informed about new products, services, and internal procedures through ongoing training.

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Communications, Customer Service, or a related field is preferred.
• Previous customer service, customer support, call center, or client-facing experience is preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and active listening abilities.
• Exceptional problem-solving and conflict-resolution skills.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Proficiency with Microsoft Office Suite, Google Workspace, CRM software, and online communication tools.
• Ability to work independently and collaboratively in a remote environment.

• Experience using CRM platforms such as Salesforce, HubSpot, Zendesk, or similar systems.
• Familiarity with live chat and help desk software.
• Previous experience supporting software or technology products.
• Strong time management and organizational skills.
• Ability to remain calm and professional while handling challenging customer situations.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home
• Free Food & Snacks
• Wellness Resources