Job description: Service Direct is seeking to expand our Support Team with the addition of an enthusiastic and motivated Full\-Time Client Support Representative. In this role, you will be a cornerstone of our client experience, answering inbound calls, closing support tickets, and playing a pivotal role in the successful launch of our new products.
We are looking for a motivated "do\-er" and a dedicated team player who thrives in a collaborative environment. You will ensure our clients receive prompt, high\-quality assistance while helping our internal operations run smoothly.
Responsibilities:
- Answer inbound phone calls from current clients and make outbound calls as needed.
- Direct phone calls to the appropriate account managers to ensure seamless service.
- Communicate promptly via email regarding support\-related requests and inquiries.
- Communicate and coordinate effectively with internal departments.
- Maintain organized, detailed notes of client interactions and update records frequently.
- Own specific projects and organize workflows to meet critical deadlines.
- Actively ask questions and learn the inner workings of our business to grow your impact.
- Google Partner
- 5\-time Inc. 5000 honoree
- In business since 2006
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
- Work from home
- High school or equivalent (Required)
- Customer service: 1 year (Required)
- Day Shift (Required)
What We’re Looking For:
* 1–3 years of customer support experience, preferably in a technical or B2B environment.
* Communication Mastery: Strong written and verbal skills with an emphasis on the "3 A’s of Support": Acknowledge, Align, and Assure.
* Analytical Mindset: Ability to use data from reporting dashboards to separate isolated issues from meaningful performance trends.
* Process\-Driven: Disciplined in following Standard Operating Procedures (SOPs) and maintaining clean documentation in HubSpot.
* Adaptability: Comfortable learning complex systems (mySD Admin, Twilio, Braintree) and navigating an ever\-changing marketplace auction.
* De\-escalation Skills: Ability to remain calm and empathetic when handling upset callers, focusing on validation and action plans.
Why Service Direct? We help local service businesses grow through performance\-based online marketing.
You’ll join a growing, high\-performing team where your work directly impacts client success. Austin\-based candidates are preferred and welcome to join quarterly in\-person team events.
Pay: $40,000\.00 \- $46,000\.00 per year
Benefits:
Education:
Experience:
Shift availability:
Work Location: Remote