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Roles
Compensation
Bonus points; comprehensive health benefits (medical, dental, vision), retirement benefits (401(k) with company match), life insurance (basic, voluntary, AD&D), paid time off, family-friendly benefits (maternity, paternity, parental leave), short-term and long-term disability benefits, and an employee stock option program. Dedicated technology budget and access to leading AI platforms; flexible scheduling.
- Salary period
- unclear
- Equity
- Employee stock option program
- Bonus
- Bonus points if you also speak Spanish (no monetary bonus specified).
Benefits
- Remote-first work environment for employees based in the United States
- Flexible scheduling
- Access to modern tools
- Dedicated technology budget
- Leading AI platforms
- Opportunities for rapid learning, professional development, and career growth
- Skills-based career progression
- Collaborative, globally distributed team environment
- Comprehensive health benefits including medical, dental, and vision
- Retirement benefits including a 401(k) plan and company match
- Life insurance including basic, voluntary, and AD&D
- Paid time off including vacation, sick leave, volunteer time and company-observed holidays
- Family-friendly benefits including maternity, paternity, and parental leave
- Short-term and long-term disability benefits
- Employee stock option program
Tech stack
Required
Nice to have
Location
Phoenix, Phoenix, Arizona, United States
Work setup
- Employment
- full-time
- Level
- Mid-level
- Remote policy
- Fully remote work; based in the US Mountain or Central time zones.
- Remote scope
- country-limited
- Timezones
- US Mountain time zone or US Central time zone
- Travel
- Coordinate event logistics for conferences and trade shows, including vendor communication and travel arrangements; includes on-site support for the sales and partnership teams.
Role details
Responsibilities
- Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience
- Ensure that partner registrations and referred leads are entered and routed in an expeditious manner
- Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions
- Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution
- Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed
- Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience
- Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances
- Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements
- Coordinate logistics for conferences, trade shows, and company-hosted events, including vendor communication, travel arrangements, and on-site support for the sales and partnership teams
Requirements
- 2-4 years of customer service or account management experience
- Strong verbal and written communication skills
- Proficiency with invoicing tools and shipping logistics platforms is a plus
- Ability to work independently in a remote environment
- Familiarity with order fulfillment and logistics processes is a plus
- Extensive experience working with Salesforce
- Extensive experience working with Slack
- Strong attention to detail and a commitment to accuracy
- Ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data before they impact customers or internal teams
- Ability to work across time zones and cultures
Application
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- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- ats
Company context
Making Things Happen, For a World That Works Together
- Product
- IoT connectivity platform enabling customers to engineer a better world
- Industry
- unclear
- HQ
- unclear
Description
About Soracom At Soracom, our mission is Making Things Happen, For a World That Works Together. We believe connectivity has the power to transform industries, enable innovation, and help businesses solve real-world challenges. From startups launching their first connected product to global enterprises managing millions of devices, we empower our customers to bring their ideas to life. With remote teams across Japan, the US, and Europe, Soracom continues to expand its global team to keep pace with the company's rapid growth. About The Role You will serve as a key member of the team in the Americas and will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world. As a Customer Service Specialist, you will play a critical role in managing and supporting customer and partner accounts. You will assist with customer and partner communications, the administration of customer and partner accounts, and other customer service functions. Key Responsibilities Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner. Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution. Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience. Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances. Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements. Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams. You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily. Who You Are Relationship builder with exceptional verbal and written communication skills. Thrives in a fast-paced environment with quick decision-making. Comfortable exploring and using emerging AI tools to enhance efficiency, effectiveness, and creativity. Excited about working across time zones and cultures. Requirements 2-4 years of customer service or account management experience. Strong verbal and written communication skills. Ability to work independently in a remote environment. Familiarity with order fulfillment and logistics processes is a plus. Extensive experience working with Salesforce and Slack. Location Fully remote work, based in the US Mountain or Central time zones.
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