Customer Support Specialist II

Smart Circle International
is a leading broker of outsourced sales and customer acquisition services. We help clients and independently owned and operated sales companies grow together through versatile in-person marketing and sales campaigns inside retailers, businesses and through door-to-door canvassing. We have corporate offices in Newport Beach and Toronto. Visit to learn more

Position Overview and Impact:

We're looking for someone who communicates clearly, stays composed under pressure, and genuinely enjoys helping others. As a Customer Support Specialist II, you'll take the lead on resolving complex customer issues that require thoughtful investigation and close collaboration across teams. This role is ideal for someone with hands-on telecom experience, particularly in a postpaid wireless carrier environment, who understands the nuances of billing, service, and device-related escalations.

You'll work closely with internal partners to identify root causes and ensure customers receive timely, respectful, and well-informed responses. This role goes beyond problem-solving - it's about building trust, offering steady guidance in challenging moments, and delivering white-glove service that makes every customer feel heard, valued, and supported at every step.

The Basics:

• Location:
  Remote (Work from Home)
• Compensation:
  $55,000-$70,000/year, commensurate with experience
• Travel:
  Up to 10%
• Reports to:
  Senior Manager

What You'll Do:

• Take ownership of escalated or complex customer inquiries and resolve them efficiently through phone, email, and live chat or 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 escalate 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

Qualifications and Expertise:

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

Total Rewards:

Full-time positions qualify for a benefits package that includes vacation, sick leave, paid holidays, medical (with an HSA plan option), dental, vision and company paid Basic Life insurance, opportunity to enroll in Voluntary Life plans, Employee Assistance Program, 401K with employer match, employee referral program, home office stipend and opportunities for team building, growth, and development. Team members have on-demand access to an LMS with a variety of courses to further their professional and personal development.

Equal Opportunity Employer:

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.