Customer Service Specialist

About Soracom

Soracom's mission is to empower businesses by transforming industries through connectivity, enabling innovation and solving real-world challenges. We support everyone from startups to global enterprises managing millions of devices. With remote teams across Japan, the US, and Europe, we are expanding rapidly and are committed to diversity and inclusion. We believe in "Developing a Dream Team" by hiring exceptional people, investing in their growth, and fostering an environment where individuals and teams excel.

About The Role

As a key member of the Americas team, you will work with passionate individuals in the exciting and rapidly growing field of IoT. You will play a critical role in managing and supporting customer and partner accounts, handling communications, administering accounts, and performing other customer service functions. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is dedicated to delivering outstanding customer experiences.

Key Responsibilities

• Customer/Partner Account Support: Manage and assist unassigned customer accounts, addressing inquiries and resolving issues to ensure a smooth customer experience. Ensure partner registrations and referred leads are processed promptly.
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Collaborate with sales or partnership teammates for assigned accounts.
• Partner Reporting Management: Assist partners with POS reports, commissions reports, and inventory reports. Troubleshoot issues and provide guidance, ensuring effective communication between partners and sales teams.
• Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
• Shipping Coordination: Provide accurate shipping information to partners and customers, ensuring transparency and compliance with legal agreements.
• Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events, including vendor communication, travel arrangements, and on-site support.
• Demonstrate Soracom's Leadership Principles daily: Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature, and Deliver Results.

Who You Are

• A natural relationship builder who enjoys collaborating with diverse individuals.
• Capable of rapidly building trust across customer organizations.
• Eager to continuously learn about Soracom's products, services, and applications.
• Possesses strong collaborative skills and exceptional verbal and written communication.
• Thrives in a fast-paced environment requiring quick decision-making.
• Passionate about helping customers and exhibits good judgment.
• Excited to work across time zones and cultures within a global team.
• Comfortable exploring and using emerging AI tools to enhance work efficiency and creativity.

Requirements

Key Requirements

• 2-4 years of customer service or account management experience.
• Strong verbal and written communication skills.
• Proficiency with invoicing tools and shipping logistics platforms is a plus.
• Ability to work independently in a remote environment.
• Familiarity with order fulfillment and logistics processes is a plus.
• Extensive experience working with Salesforce and Slack.
• Strong attention to detail and commitment to accuracy, with the ability to proactively identify and resolve errors.

Bonus Points If...

• You speak Spanish.
• You have experience working with partners in a sales cycle.

Location

Fully remote work, based in the US Mountain or Central time zones.

Benefits

• Remote-first work environment for US-based employees.
• Flexible scheduling to support productivity and work-life balance.
• Access to modern tools, a dedicated technology budget, and leading AI platforms.
• Opportunities for rapid learning, professional development, and career growth.
• Skills-based career progression.
• Collaborative, globally distributed team environment.
• Comprehensive health benefits (medical, dental, vision).
• Retirement benefits, including a 401(k) plan and company match.
• Life insurance.
• Paid time off (vacation, sick leave, volunteer time, holidays).
• Family-friendly benefits (maternity, paternity, parental leave).
• Short-term and long-term disability benefits.
• Employee stock option program.

Application Instructions

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