Customer Support Specialist

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This role is posted by  For more information, please see:  The CSS drives service success with the goal of improving customer satisfaction, maximizing customer retention, and increasing profitability. The customer support specialist is the primary point of contact for all service‑related inbound inquiries, manages and organizes the inquiries, prioritizes and escalates appropriately, and reports to the Customer Support Manager. This is a salaried, full‑time position based in Burlington, VT with a hybrid schedule, and an option to work in Springfield, VT.

The Customer Support Specialist drives service success with the goal of improving customer satisfaction, maximizing customer retention, and increasing profitability. They are the primary point of contact for all service‑related inbound inquiries, and are responsible for the management and organization of the inquiries, prioritizing and escalating appropriately. The CSS reports to the Customer Support Manager. This is a salaried, full‑time position based in Burlington, VT with a hybrid schedule.

There is an option to work in our Springfield, VT location with a hybrid schedule, as well.

• Work closely with the Customer Support Manager to create and maintain operational efficiencies
• Manage Mamava's service tickets communicating with customers via Service Hub, phone and email
• Order replacement parts from the manufacturer and update applicable documents
• Act as the front line for initial troubleshooting and level 1 diagnosing
• Resolve level 1 service tickets and escalated level 2+ tickets with detail to the Customer Support Manager with relevant context and details as needed
• Guide customers through steps to resolution for requests that can be resolved without Mamava intervention
• Develop first‑draft service orders (instructions) for resolution
• Serve as a resource for customers who are doing their own installations and repairs
• Process customer service orders ensuring that all related expenses are accounted for and have been assigned
• Keep records of user interactions within the selected customer relationship management and/or service tool
• Provide on‑call coverage when needed
• Travel as necessary to support the Customer Support Manager on installation or service visits (