Customer Support and Sales Specialist

Customer Support and Sales Specialist | Remote (E-commerce Success Specialist)Be the Strategic Face of the Brand: Support, Retain, and Grow Revenue.TalentPop App is the strategic partner to high-growth e-commerce brands, helping them optimize every customer interaction. We are looking for a hybrid, results-driven Customer Support and Sales Specialist—a role where you own the customer experience from initial contact through retention and expansion.This is a vital, dual-focus position for a professional who is equally adept at solving complex problems (Support) and identifying commercial opportunities (Sales). If you are motivated by providing world-class service while actively contributing to measurable revenue growth through upselling, cross-selling, and retention, we want you on our team.Your Dual-Impact Responsibilities: Support and Sales GrowthYou will bridge the gap between service and sales, directly influencing customer loyalty and revenue expansion. Customer Success & Retention (Support Focus)Expert Problem Solving: Serve as the primary point of contact for complex customer inquiries, providing timely and accurate solutions via chat, email, and phone.Service Excellence: Maintain high customer satisfaction (CSAT) scores by troubleshooting product issues, guiding users through features, and ensuring rapid resolution.Proactive Support: Identify potential churn risks and implement proactive communication strategies to retain customers and drive long-term loyalty. Revenue Generation & Expansion (Sales Focus)Opportunity Identification: Actively listen to customer needs and pain points to identify and present upsell or cross-sell opportunities for premium features, services, and expanded contracts.Negotiation & Closure: Manage the end-to-end sales process for qualified expansion leads, leading product demonstrations, negotiating terms, and closing deals to hit monthly revenue targets.Product Education: Become a product expert, effectively articulating the ROI and value proposition of our solutions to help customers see the path to greater success.What You Bring: The Service-to-Sales SkillsetWe are seeking a professional with a proven background in high-touch customer interaction and a clear sales orientation.Hybrid Experience: 2+ years of proven, hands-on experience in a combined Customer Support, Customer Success, or Inside Sales role, ideally within a SaaS or E-commerce environment.Communication Mastery: Exceptional professional verbal and written communication skills with the ability to maintain composure under pressure and clearly articulate value.Tech Proficiency: Familiarity with CRM (e.g., HubSpot, Salesforce) and Helpdesk software (e.g., Zendesk, Intercom).Metrics Driven: Motivation to meet and exceed KPIs related to both service quality (CSAT, Resolution Time) and sales revenue (Expansion Quota).E-commerce Acumen: Understanding of e-commerce business operations, common challenges, and the importance of customer service in the digital retail ecosystem.Our Commitment to You: Rewards and FlexibilityWe invest in specialists who are key to our customer and revenue growth.Incentive Pay: Competitive base salary plus an aggressive commission structure and bonuses tied directly to expansion and retention revenue.Work Flexibility: 100% permanent work-from-home setup—zero commute required.Benefits: Comprehensive health coverage (HMO or monthly stipend) and generous paid time off.Growth: Clear paths for career advancement into Customer Success Management, Account Management, or Senior Sales roles.Technical Setup Requirements (Remote)A reliable personal computer or laptop (i5 processor or modern equivalent).A stable, high-speed, and reliable wired internet connection (minimum 15 Mbps download and upload speed) for crystal-clear video calls.A quiet, professional workspace suitable for conducting clear, uninterrupted customer interactions.Ready to turn customer service into a growth engine? Apply today to become our next E-commerce Success Specialist!