Account Support Specialist

Account Support Specialist

As an Account Support Specialist, you will be the first point of contact for Delivery Partners, providing exceptional support and ensuring seamless operations. You will be responsible for managing inquiries, triaging requests, and collaborating with internal teams to maintain high service standards.

Responsibilities:

• Provide coverage for the Account Manager phone line and respond to Delivery Partner questions with professionalism, empathy, and urgency.
• Monitor shared inboxes and ticket queues, accurately document issues, and confirm that requests contain the necessary information for resolution.
• Triage incoming tickets by category, urgency, and business impact, then route them to the appropriate Account Manager or internal support team.
• Resolve routine questions using approved processes, program guidance, and available knowledge resources.
• Track open requests, follow up with responsible teams, and keep Delivery Partners informed of status, next steps, and expected resolution timing.
• Identify urgent, high-impact, or repeat issues and escalate them promptly through the appropriate channels.
• Maintain clear and complete case notes to ensure efficient handoffs and availability of the full history of each issue.
• Communicate program updates, operational impacts, service disruptions, and process changes in a clear and customer-friendly manner.
• Partner with Account Managers to prepare for partner follow-ups and ensure commitments are completed.
• Identify recurring questions, ticket trends, and workflow gaps, recommending updates to FAQs, templates, knowledge articles, or support processes.
• Support service-level goals and quality standards while managing multiple priorities and maintaining high accuracy.
• Provide backup support for broader Account Management activities as business needs require.

Essential Skills:

• 2+ years of experience in customer service, customer support, account support, help desk, operations support, or a similar customer-facing role.
• Experience handling a high volume of phone, email, or ticket-based inquiries while maintaining accuracy and professionalism.
• Strong written and verbal communication skills, including the ability to explain next steps clearly and de-escalate customer concerns.
• Ability to prioritize requests, recognize urgency, and coordinate effective handoffs or escalations.
• Experience with Microsoft Excel and standard productivity tools.
• Ability to work independently, manage competing priorities, and follow issues through to completion.

Additional Skills & Qualifications:

• Experience using a CRM, case management platform, or ticketing system such as Salesforce, Zendesk, ServiceNow, or a comparable tool.
• Experience supporting small-business owners, delivery or logistics operations, field teams, or multi-site programs.
• Experience reviewing ticket or contact data to identify trends and improve the customer support experience.
• Comfort working in a changing environment where processes may continue to evolve.

Work Environment:

The position offers a 10-hour schedule from 7:30 am to 6 pm CST. Work is conducted on-site during weekdays and remotely on one weekend day. The role includes two headcount positions for Sunday to Wednesday (4 days, 10 hours per day) and two headcount positions for Wednesday to Saturday (4 days, 10 hours per day).

Job Type & Location:

This is a Contract position based out of Austin, TX.

Pay and Benefits:

The pay range for this position is $35.00 - $35.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline:

This position is anticipated to close on Nov 19, 2026.

Workplace Type:

This is a fully onsite position in Austin, TX.