Customer Support Specialist II

Customer Support Specialist II – Smart Circle International

Smart Circle International is seeking an approachable, clear communicator for the Customer Support Specialist II role. This full‑time, remote position calls for strong telecom experience and a passion for delivering white‑glove service to customers.

Base pay: $55,000 – $70,000 per year, commensurate with experience.

• Take ownership of escalated or complex customer inquiries and resolve them efficiently through phone, email, live chat and text.
• Collaborate with internal teams to investigate and resolve issues.
• Maintain clear, detailed documentation of customer interactions, root causes, and resolutions.
• Identify patterns in support cases and elevate recurring issues or inefficiencies.
• Proactively suggest and help implement improvements to support workflows, tools, and documentation.
• Contribute to internal knowledge bases and customer-facing help content.
• Maintain a high level of product knowledge to provide accurate and helpful guidance.
• Occasional weekend rotations.

• 2–3 years of postpaid wireless carrier experience required.
• Exceptional communication skills, conveying complex information clearly, empathetically and professionally across channels.
• Proven ability to manage escalations and resolve issues under pressure, demonstrating sound judgment and composure.
• Strong analytical and problem‑solving abilities, with experience investigating root causes and driving process or product improvements.
• Collaborative mindset with a record of working effectively across teams to deliver white‑glove service and build lasting customer trust.

• Vacation, sick leave, paid holidays.
• Medical (HSA option), dental, vision, company‑paid Basic Life insurance.
• Voluntary Life plans, Employee Assistance Program.
• 401(k) with employer match.
• Employee referral program.
• Home office stipend.
• Team‑building, growth, development opportunities and on‑demand access to an LMS.

We believe in equal opportunity. Each team member is recruited, employed, evaluated, and considered for promotion without regard to race, color, national origin, age, sex, disability status, or any other protected characteristic under state or federal law. We will not tolerate discrimination or harassment based on any protected characteristic and expect all team members to treat others with dignity and respect.

As part of your application, we collect, maintain, and use personal information necessary for evaluating your candidacy and complying with laws, including background checks and eligibility verification. If you are hired, additional categories of personal information may be collected for business purposes.

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Location:

Remote (Work from Home)

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Schedule:

11:00 am – 7:00 pm PST, Monday–Friday

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Reports to:

Senior Manager

• Travel:
Up to 10%