About the role
Be the friendly first point of contact for client questions, requests, and service follow-ups.
In this role, you will be the voice of Novaito for many client interactions. You will answer questions, log requests, follow up on open items, and make sure clients feel heard and supported throughout their experience with our team.
This position is a strong fit for patient, professional communicators who can stay calm under pressure and document conversations clearly. You do not need technical expertise — we teach you what you need to know about our services and support process.
Training covers our support workflow, response templates, escalation process, and the tools we use to track client requests from first message to resolution.
Training provided
All Customer Support Specialists complete onboarding training that includes product and service overview, ticket handling, tone and response guidelines, and live practice with a team mentor before handling client messages independently.
No prior agency experience required. We invest in training so you can succeed in this remote role.
Key responsibilities
- Respond to client inquiries via email and chat
- Log tickets and escalate issues when needed
- Follow up to ensure client requests are resolved
- Maintain accurate support records and status updates
- Share recurring client questions with the internal team
What we're looking for
- Clear, patient, and professional communication
- Ability to troubleshoot basic client questions
- Comfortable using support or CRM tools
- Flexible schedule for follow-ups across US time zones
- Must be based in the USA
Preferred qualifications
- Customer service or client support experience
- Experience in a digital agency or service business is a plus
Apply for Customer Support Specialist
Share your details and resume. We review every application carefully and respond to strong matches.