Top Remote Customer Support Jobs in Charlotte, NC

Leads the Customer Assurance department, setting service, quality, escalation, training, and workflow standards across live chat, email, and outbound communications. Manages staffing, performance, coaching, onboarding, documentation, KPIs, customer outreach initiatives, and resource allocation. Handles significant escalations, represents the department in cross-functional planning, and maintains accountability for team performance and customer interaction quality in a fully remote environment.

Lead and scale a 23-person global B2B SaaS support organization through three managers. Own support operations, staffing capacity, SLAs, Zendesk administration and reporting, metrics, escalations, coaching, and customer experience. Manage Swift CX and AI-assisted triage, partner with Product and Engineering on systemic issues and tooling, and report performance and resourcing needs to executive leadership. Engage directly with customers during high-visibility escalations.

Own Tier 2 customer escalations from intake through resolution, including investigation, cross-team coordination, dispute mediation, customer communication, documentation, and follow-up. Monitor surveys and online reviews, identify escalation trends, create training guides and playbooks, and advise CX leadership on root causes and frontline improvements. Handle complex cases across phone, text, email, and chat while maintaining accurate CRM records.

Inbound remote contact-center role supporting utility energy-efficiency programs. Handle calls, scheduling, enrollments, program education, basic tech support, chat/email, follow scripts, meet performance metrics, and work a committed schedule from a dedicated home office.

Provide phone, email, and chat support to healthcare clinics using Verse Medical. Resolve ordering, product, shipping, and documentation issues; coordinate escalations with operations, billing, and customer success teams; guide product selection and order workflows; maintain accurate ticket records; update knowledge resources; and advocate for clinics and patients through empathetic, timely communication.

Provide first-line customer and light technical support for a fintech/crypto platform via calls, chats, and email. Troubleshoot logins, transactions, wallet connections, document interactions in the CRM, escalate complex issues, and keep accurate case records while maintaining a friendly, professional tone.

Reviews attorney hearing reports for accuracy, investigates performance issues and complaints, manages failure-to-appear and compliance workflows, monitors attorney training systems, provides attorney support, and identifies process improvements. The role also assists with attorney training on the company platform and ensures performance issues are documented and resolved promptly.

Provide professional client communication and support across Norgress brands: respond to inquiries, assist onboarding, route specialized issues, keep records, and help deliver a positive client experience in a remote, project-based environment.

Remote incoming call specialist handling high-volume inbound calls, recording interactions in CRM, using dialer/phone software, protecting sensitive information, and following established procedures while collaborating with the internal team.

Processes identity verification and account recovery cases for external users of FSA IAM systems. Reviews identity documents, validates user information, updates case notes, manages support mailboxes, closes verified cases, and securely handles PII. Supports fraud-analysis data sharing, user identifier management, reporting, content updates, analytic tagging, error messaging, and token administration while providing clear customer communications and following detailed procedures.