Account Support Associate

About the Role

• Monthly Pay: $3,533 - $4,962 USD per month
• Fully remote, work from home position based in North Carolina, United States.
• 40-hour weekly commitment; working days and shift times may vary.

Key Responsibilities

• Receive customer questions and routine account support requests through a support platform such as Help Scout, email, and assigned service queues.
• Confirm customer contact details, account information, request purpose, and available service history before responding or taking the next action.
• Provide clear information about available services, account updates, common processes, and appropriate next steps using approved knowledge resources.
• Enter accurate interaction notes, request details, actions taken, and customer commitments in a CRM such as Copper.
• Review open requests throughout the day, prioritize items needing attention, and follow up with customers when information or confirmation is needed.
• Coordinate with internal service teams and account contacts to obtain updates, clarify ownership, and keep customer requests moving forward.
• Escalate unresolved questions, access concerns, or service issues to the customer service team lead with complete notes and relevant account context.
• Update customers on progress, explain next steps in plain language, and confirm when a request has been addressed.
• Use spreadsheets and data entry such as Microsoft Excel to organize assigned request lists, status updates, and recurring question themes.
• Meet quality expectations through accuracy, timely turnaround, complete notes, respectful communication, and dependable follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Interest in account support, customer questions, service information, and organized follow-through.
• Ability to review account details carefully and explain routine processes in clear, professional language.
• Comfort using a CRM such as Copper, a support platform such as Help Scout, and spreadsheets and data entry such as Microsoft Excel.
• Ability to manage assigned queues, maintain complete interaction notes, and recognize when a request needs escalation.
• Sound judgment when handling customer information and following established team procedures.
• Reliable computer, high-speed internet, quiet private workspace, and availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from a dedicated home workspace in North Carolina, United States.
• Structured onboarding and training on the named systems, request workflows, service information, and communication practices.
• Regular check-ins with the customer service team lead to review questions, priorities, and development.
• Skills development in account support, request coordination, customer communication, and workflow organization.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.