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. Theres 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. Were energized by new challenges and new possibilities-and were 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 youll 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 rolewe are seeking experienced customer support professionals who bring strong de-escalation skills a proactive approach to customer retention and a customer-first attitude. Youll 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 Were 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 youre driven by purpose excited to support small businesses and experienced in delivering impactful customer supportwed love to hear from you.

Why Youll Love Us:

• We celebrate one anothers differences. We are proud of our culture of diversity and inclusion and were always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If youre passionate about supporting businesses and organizations you wont find a better spot to share your talent. Were dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses non-profit organizations and community groups.
• Youll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business take on stretch assignments seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact were all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person participate in live trainings and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race color religion sex gender gender identity national origin citizenship age disability sexual orientation genetic information veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions please contact .

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters staffing firms search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.