Customer Support Specialist II

The Customer Support Specialist II is an approachable, clear communicator who thrives under pressure and genuinely enjoys helping others. In this role, you’ll take the lead on resolving complex customer issues that require thoughtful investigation and close collaboration across internal teams. This position is well-suited for someone with hands-on telecom experience, particularly within a postpaid wireless carrier environment, who understands the nuances of billing, service, and device-related escalations.

Working closely with cross-functional partners, you’ll identify root causes and ensure customers receive timely, respectful, and well-informed resolutions. This role goes beyond troubleshooting; it’s about building trust, providing steady guidance during challenging moments, and delivering white-glove service that makes every customer feel heard, valued, and supported at every step.

The Basics:

• Location: Remote (Work from Home)
• Schedule: 11:00am-7:00pm PST, Monday-Friday
• Compensation: $55,000-$70,000/year, commensurate with experience
• Travel: Up to 10%
• Reports to: Senior Manager

What You'll Do:

• Take ownership of escalated or complex customer inquiries and resolve them efficiently through phone, email, and live chat or text
• Collaborate with internal teams to investigate and resolve issues
• Maintain clear, detailed documentation of customer interactions, root causes, and resolutions
• Identify patterns in support cases and escalate recurring issues or inefficiencies
• Proactively suggest and help implement improvements to support workflows, tools, and documentation
• Contribute to internal knowledge bases and customer-facing help content
• Maintain a high level of product knowledge to provide accurate and helpful guidance
• Occasional weekend rotations

Qualifications and Expertise:

• 2–3 years of postpaid wireless carrier experience required
• Exceptional communication skills, with the ability to convey complex information clearly, empathetically, and professionally across channels
• Proven ability to manage escalations and resolve issues under pressure, demonstrating sound judgment and composure in challenging situations
• Strong analytical and problem-solving abilities, with experience investigating root causes and driving process or product improvements
• Collaborative mindset with a track record of working effectively across teams to deliver white glove service and build lasting customer trust

Smart Circle International is a leading broker of outsourced sales and customer acquisition services. We help clients and independently owned and operated sales companies grow together through versatile in-person marketing and sales campaigns inside retailers, businesses and through door-to-door canvassing. We have corporate offices in Newport Beach and Toronto. Visit smartcircle.com to learn more!

Why You’ll Love It Here: 

Smart Circle is committed to cultivating an environment that sparks curiosity, encourages bold thinking, and supports continuous development. We believe people thrive when they’re in roles that align with their strengths and ambitions, so we make space for individuals to stretch and explore new possibilities. Your next move matters so if you're looking for a place where ambition is celebrated and growth is tangible, Smart Circle may be the place for you! 

Total Rewards:

Full-time positions qualify for a benefits package that includes vacation, sick leave, paid holidays, medical (with an HSA plan option), dental, vision and company paid Basic Life insurance, opportunity to enroll in Voluntary Life plans, Employee Assistance Program, 401K with employer match, employee referral program, home office stipend and opportunities for team building, growth, and development. Team members have on-demand access to an LMS with a variety of courses to further their professional and personal development.  

Equal Opportunity Employer: 

We believe in equal opportunity. Each team member is recruited, employed, evaluated, and considered for promotion without regard to race, color, national origin, age, sex, disability status, or any other protected characteristic under state or federal law. We will not tolerate discrimination or harassment based on any protected characteristic and expect all team members to treat others with dignity and respect. 

In accordance with the applicable law, the following represents a good faith estimate of the minimum and maximum compensation range for this position: the estimated annual compensation range for this role is $55k - $70k/year. The compensation range reflects the Company’s reasonable expectation at the time of posting. Exact compensation for this role will be determined based on permissible, non-discriminatory factors such as candidates’ qualifications, skills, and experience.  

DISCLOSURE TO JOB APPLICANTS PURSUANT TO THE CALIFORNIA CONSUMER PRIVACY ACT  

As part of your job application and our evaluation of your candidacy, we collect, receive, maintain, and use your personal information, which as used herein, means information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with you or your household. The following is the personal information we may collect as part of the application process:  

• Personal contact details, such as name, title, address, telephone number, and email address; and  
• Application information, such as your qualifications, skills, education, references, and other information that may be in your resume, cover letter, and materials you provide to us when applying for employment.  

We collect your personal information to evaluate your job application and candidacy for employment, to check your eligibility to work in the country in which you have applied, for background checks, and to comply with employment and other laws. If you become employed by us, we will notify you of additional categories of personal information that we collect, receive, and maintain for business purposes.

Salary : $55,000 - $70,000