Customer Service Specialist

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.

Location: Remote (US)

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.
• Engage with the sales or partnership teammate to ensure timely resolution of assigned customer or partner inquiries.
• 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 and Slack.
• Strong attention to detail and a commitment to accuracy, with the ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data before they impact customers or internal teams.

Benefits

• Remote-first work environment for employees based in the United States.
• Flexible scheduling that supports productivity and work-life balance while accommodating customer needs and team collaboration.
• Access to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best work.
• Opportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challenges.
• Skills-based career progression, with advancement based on impact, contribution, and performance rather than tenure.
• Collaborative, globally distributed team environment with experienced and highly capable colleagues across the US, Europe, and Japan.
• Comprehensive health benefits including medical, dental, and vision coverage.
• Retirement benefits, including a 401(k) plan and company match.
• Life insurance, including basic, voluntary, and AD&D coverage.
• 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