Client Support Representative

Job description: Service Direct is seeking to expand our Support Team with the addition of an enthusiastic and motivated Full-Time Client Support Representative. In this role, you will be a cornerstone of our client experience, answering inbound calls, closing support tickets, and playing a pivotal role in the successful launch of our new products. We are looking for a motivated "do-er" and a dedicated team player who thrives in a collaborative environment. You will ensure our clients receive prompt, high-quality assistance while helping our internal operations run smoothly. Responsibilities: Answer inbound phone calls from current clients and make outbound calls as needed. Direct phone calls to the appropriate account managers to ensure seamless service. Communicate promptly via email regarding support-related requests and inquiries. Communicate and coordinate effectively with internal departments. Maintain organized, detailed notes of client interactions and update records frequently. Own specific projects and organize workflows to meet critical deadlines. Actively ask questions and learn the inner workings of our business to grow your impact. What We’re Looking For: 1–3 years of customer support experience, preferably in a technical or B2B environment. Communication Mastery: Strong written and verbal skills with an emphasis on the "3 A’s of Support": Acknowledge, Align, and Assure. Analytical Mindset: Ability to use data from reporting dashboards to separate isolated issues from meaningful performance trends. Process-Driven: Disciplined in following Standard Operating Procedures (SOPs) and maintaining clean documentation in HubSpot. Adaptability: Comfortable learning complex systems (mySD Admin, Twilio, Braintree) and navigating an ever-changing marketplace auction. De-escalation Skills: Ability to remain calm and empathetic when handling upset callers, focusing on validation and action plans. Why Service Direct? We help local service businesses grow through performance-based online marketing. Google Partner 5-time Inc. 5000 honoree In business since 2006 You’ll join a growing, high-performing team where your work directly impacts client success. Austin-based candidates are preferred and welcome to join quarterly in-person team events. Pay: $40,000.00 - $46,000.00 per year Benefits: Dental insurance Health insurance Paid time off Retirement plan Vision insurance Work from home Education: High school or equivalent (Required) Experience: Customer service: 1 year (Required) Shift availability: Day Shift (Required) Work Location: Remote