Customer Support Specialist I

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

At Constant Contact, our customers and their businesses are at the heart of everything we do. As a Customer Support Specialist I, you’ll play a critical role in delivering world-class service, providing guidance, and helping small businesses and non-profits maximize the value of our digital marketing product suite.

This is a 100% remote position starting September 8th with an hourly rate beginning at $19/hr, with performance-based increases available within the first year. A 90-day attendance policy applies from your start date.

Our Hours of Operations are Monday-Friday 8:00 AM - 8:00 PM EST and Saturdays 10:00 AM - 6:00 PM EST

Position Summary

As a Customer Support Specialist I at Constant Contact, you will provide expert-level support in a fast-paced, metrics-driven environment. This is not an entry-level role—we are seeking experienced customer support professionals who bring strong de-escalation skills, a proactive approach to customer retention, and a customer-first attitude. You’ll serve as a trusted advisor to our users, ensuring their inquiries are resolved and their success is supported through your communication, critical thinking, and technical fluency.

Key Responsibilities

• Deliver Exceptional Service: Handle inbound customer interactions via phone with professionalism, clarity, and empathy.
• Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently.
• Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions.
• Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success.
• Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly.
• Documentation: Accurately document all customer interactions and actions taken in Salesforce.
• Remote Work Protocol: Adhere to a consistent work schedule including two 15-minute breaks and one 30-minute lunch.
• Team Collaboration: Actively participate in team communication via Slack and internal tools to ensure visibility and alignment.

What We’re Looking For

• Call Center Experience: Minimum of 2+ years in a call center environment; SaaS, subscription-based, or tech support experience preferred.
• KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA and FCR.
• Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms.
• Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing.
• Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism.
• Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance.
• Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care.
• Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty.

Preferred Attributes

• Passion for helping small businesses grow.
• Strong communication and active listening skills.
• Ability to remain organized and focused while multitasking.
• Self-starter who thrives in a remote environment with minimal supervision.
• Adaptable to change and eager to learn in a fast-paced setting.

If you're driven by purpose, excited to support small businesses, and experienced in delivering impactful customer support—we’d love