Customer Care and Sales Specialist

Customer Care & Sales Specialist Team: Customer Care Location and Schedule: Remote; schedule to be determined Employment Type: Full-time Reports To: Co-Founder Why This Role Exists This role ensures subscribers receive timely, high-quality support while identifying opportunities to enhance their experience through thoughtful guidance and upsells. It bridges customer care and revenue growth for a subscription-based product. Additionally, this role supports internal operations by assisting with administrative tasks such as invoice collection and maintaining organized records in QuickBooks to ensure smooth backend processes and full-time workload coverage. Outcomes to Own First 90 Days Learn the subscription product, support tools, and processes Respond accurately to customer inquiries and assist with sales-informed guidance Begin supporting basic admin tasks such as invoice collection and organizing QuickBooks Six Months Handle customer interactions independently and consistently deliver high-touch support Identify upsell opportunities during customer interactions Regularly support admin workflows, maintaining accuracy in invoices and QuickBooks entries Twelve Months Contribute to improving subscription retention and customer satisfaction Support revenue growth through proactive guidance and product recommendations Sustain organized financial admin support and contribute to smoother internal operations What You Will Do Manage customer inquiries across multiple channels, providing clear and accurate responses Resolve customer issues promptly and follow up to ensure satisfaction Recommend appropriate subscription options or add-ons based on customer needs Document interactions and maintain accurate records in the support system Collaborate with the Customer Care Lead to improve processes and workflows Share customer feedback and insights to help refine products and services Assist with invoice collection and follow-ups Help ensure QuickBooks records and documentation stay organized and up to date Support general administrative tasks as needed to fill remaining hours KPIs and Guardrails Primary KPIs Customer satisfaction and experience quality Timeliness and accuracy of responses Effective identification of upsell opportunities Accuracy and timeliness in invoice collection and QuickBooks organization Guardrails Maintain brand tone and high-touch service standards in all customer interactions Ensure records and documentation are complete and accurate Maintain confidentiality and accuracy when handling financial and administrative information Must-Have Experience Customer support experience in subscription or high-ticket service models Strong communication and problem-solving skills Comfort with sales-informed support or upselling Familiarity with customer support platforms and subscription management tools Reliable, proactive, and detail-oriented work style Nice to Have Experience in e-commerce or SaaS subscription support Exposure to high-value or premium customer service Ability to suggest improvements based on customer feedback Tool Stack Subscription support platforms (specific tools TBD) Customer support management software Internal collaboration tools (Slack, Notion, etc.) QuickBooks for financial record organization Working Model The team collaborates asynchronously using Slack and project management tools, with regular check-ins with the Customer Care Lead. Core hours and schedule flexibility are determined based on team alignment and workload.