Customer Service Specialist (Remote)

PulseMediaNL is a fast-growing digital media company dedicated to delivering engaging content and innovative digital experiences to audiences worldwide. We value exceptional customer service collaboration and continuous improvement. As our community grows were looking for a Customer Service Specialist who is passionate about creating positive customer experiences while supporting our users across multiple communication channels.

PulseMediaNL is seeking a proactive and customer-focused Customer Service Specialist to join our remote this role you will serve as the first point of contact for customers subscribers and partners ensuring every interaction is handled professionally efficiently and with empathy. You will assist customers with inquiries account-related issues subscription support billing questions and general product information while maintaining a high level of customer satisfaction.

• Respond promptly to customer inquiries via email live chat and other digital communication channels.

• Resolve customer concerns complaints and service requests in a timely and professional manner.

• Assist customers with account management subscription changes billing inquiries cancellations and refunds.

• Troubleshoot basic technical issues and escalate complex cases to the appropriate departments.

• Maintain detailed and accurate records of customer interactions using CRM and support platforms.

• Follow up with customers to ensure complete issue resolution and satisfaction.

• Collaborate with internal teams including Operations Marketing Editorial and Technical Support to resolve customer issues.

• Identify recurring customer concerns and recommend improvements to enhance the customer experience.

• Stay current on company products services policies promotions and platform updates.

• Meet or exceed customer satisfaction response time and quality performance metrics.

• High school diploma or equivalent.

• 13 years of customer service customer support or client success experience.

• Excellent written and verbal English communication skills.

• Strong interpersonal and problem-solving abilities.

• Ability to manage multiple conversations while maintaining attention to detail.

• Comfortable working independently in a fully remote environment.

• Proficiency with Microsoft Office Google Workspace and CRM or help desk software.

• Reliable high-speed internet connection and a dedicated home workspace.

• Experience supporting digital media subscription-based SaaS or online platforms.

• Familiarity with Zendesk Freshdesk HubSpot Salesforce or similar customer support software.

• Experience with live chat and email support.

• Additional language skills are a plus.

• Customer relationship management

• Active listening

• Written and verbal communication

• Conflict resolution

• Time management

• Multitasking

• Critical thinking

• Attention to detail

• Team collaboration

• Adaptability

• Professionalism

• Computer literacy

• Competitive salary

• 100% remote work environment

• Flexible work schedule

• Paid time off and company holidays

• Professional development and training opportunities

• Supportive and collaborative team culture

• Career growth opportunities within a growing digital media company

• Employee recognition and performance-based rewards

At PulseMediaNL we believe exceptional customer experiences are at the heart of our success. Youll have the opportunity to make a meaningful impact while working with a talented collaborative team in a flexible remote environment. If youre passionate about helping people solving problems and contributing to a growing digital media company wed love to hear from you.

Required Skills:

Customer Service