Customer Service Specialist (Remote)

About PulseMediaNL

PulseMediaNL is a fast-growing digital media company dedicated to delivering engaging content and innovative digital experiences to audiences worldwide. We value exceptional customer service, collaboration, and continuous improvement. As our community grows, we're looking for a Customer Service Specialist who is passionate about creating positive customer experiences while supporting our users across multiple communication channels.

Position Summary

PulseMediaNL is seeking a proactive and customer-focused Customer Service Specialist to join our remote team. In this role, you will serve as the first point of contact for customers, subscribers, and partners, ensuring every interaction is handled professionally, efficiently, and with empathy. You will assist customers with inquiries, account-related issues, subscription support, billing questions, and general product information while maintaining a high level of customer satisfaction.

Key Responsibilities

• Respond promptly to customer inquiries via email, live chat, and other digital communication channels.

• Resolve customer concerns, complaints, and service requests in a timely and professional manner.

• Assist customers with account management, subscription changes, billing inquiries, cancellations, and refunds.

• Troubleshoot basic technical issues and escalate complex cases to the appropriate departments.

• Maintain detailed and accurate records of customer interactions using CRM and support platforms.

• Follow up with customers to ensure complete issue resolution and satisfaction.

• Collaborate with internal teams including Operations, Marketing, Editorial, and Technical Support to resolve customer issues.

• Identify recurring customer concerns and recommend improvements to enhance the customer experience.

• Stay current on company products, services, policies, promotions, and platform updates.

• Meet or exceed customer satisfaction, response time, and quality performance metrics.

Qualifications

Required

• High school diploma or equivalent.

• 1–3 years of customer service, customer support, or client success experience.

• Excellent written and verbal English communication skills.

• Strong interpersonal and problem-solving abilities.

• Ability to manage multiple conversations while maintaining attention to detail.

• Comfortable working independently in a fully remote environment.

• Proficiency with Microsoft Office, Google Workspace, and CRM or help desk software.

• Reliable high-speed internet connection and a dedicated home workspace.

Preferred

• Experience supporting digital media, subscription-based, SaaS, or online platforms.

• Familiarity with Zendesk, Freshdesk, HubSpot, Salesforce, or similar customer support software.

• Experience with live chat and email support.

• Additional language skills are a plus.

Skills

• Customer relationship management

• Active listening

• Written and verbal communication

• Conflict resolution

• Time management

• Multitasking

• Critical thinking

• Attention to detail

• Team collaboration

• Adaptability

• Professionalism

• Computer literacy

What We Offer

• Competitive salary

• 100% remote work environment

• Flexible work schedule

• Paid time off and company holidays

• Professional development and training opportunities

• Supportive and collaborative team culture

• Career growth opportunities within a growing digital media company

• Employee recognition and performance-based rewards

Why Join PulseMediaNL?

At PulseMediaNL, we believe exceptional customer experiences are at the heart of our success. You'll have the opportunity to make a meaningful impact while working with a talented, collaborative team in a flexible remote environment. If you're passionate about helping people, solving problems, and contributing to a growing digital media company, we'd love to hear from you.