Customer Support Specialist

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Customer Support Specialist(Cold Email Infrastructure)

🆔 Job ID: RAMDEE1

🏢 Industry: Information Technology and Services

🌎 Location: LATAM preferred / South Africa

🕒 Job Status: Full Time

⏰ Work Schedule: Monday to Friday, 9:00 AM to 5:00 PM EST, with occasional flexibility to start earlier, stay later, and provide limited weekend support as needed

💰 Salary: $1500 - $2000 per month (Based on experience)

🚀 Target Start Date: ASAP

Role Overview

About the Client:

The client operates in the cold email and lead generation space, providing infrastructure solutions that enable businesses to scale outbound campaigns effectively. Their core service involves providing email accounts and supporting clients in setting up and managing their outreach systems. With over 250 active customers, the business is growing quickly and focuses on delivering reliable, high-quality support to users navigating technical aspects such as email deliverability, DNS configuration, and campaign setup.

About the Role:

The client is looking for a highly organized and responsive Customer Support Specialist with experience in cold email infrastructure. This person will act as a key operator in managing incoming support requests, troubleshooting technical issues, and ensuring customer success across multiple communication channels. The role requires someone who understands the cold email ecosystem, can think critically, and is comfortable taking ownership of problems while maintaining clear and professional communication with clients.

Key Responsibilities

Ticket & Communication Management

• Gather and organize incoming support requests from multiple channels including Slack, WhatsApp, email, and ticketing systems
• Maintain accurate tracking of all requests using internal systems such as Google Sheets and ticketing tools
• Ensure all new issues are logged, categorized, and prioritized properly

Customer Support & Troubleshooting

• Respond to customer inquiries in a timely and professional manner
• Troubleshoot issues related to email infrastructure, deliverability, and platform usage
• Assist customers with setup tasks and provide hands-on support when needed
• Identify root causes of recurring issues and propose solutions

Operational Support

• Execute technical tasks related to account setup, DNS configuration, and campaign readiness
• Follow internal processes while also adapting to unstructured and dynamic requests
• Continuously improve workflows and organization of support operations

Collaboration & Communication

• Communicate clearly with the client and escalate issues when necessary
• Participate in occasional customer calls and provide support independently when required
• Act as a reliable right-hand support partner to ensure smooth day-to-day operations

Qualifications & Skills

Must

• Experience working with cold email campaigns or within a cold email or lead generation team
• Understanding of key concepts such as DNS records, MX records, email deliverability, and inbox setup
• Familiarity with tools like Instantly or similar cold email platforms
• Strong written and spoken English communication skills
• Proven ability to manage multiple tasks and prioritize effectively
• High level of responsiveness, reliability, and punctuality

Preferred

• Experience in a customer support or virtual assistant role
• Familiarity with tools such as Cloudflare or similar infrastructure platforms
• Basic understanding of list building and copywriting within cold email contexts
• Experience working in fast-paced, startup-like environments

Personality Traits

• Highly organized and detail-oriented
• Proactive problem solver who can think independently
• Strong sense of ownership and accountability
• Responsive and dependable with a strong work ethic
• Comfortable working in dynamic environments with shifting priorities