Customer Service Specialist

About the company

Soracom is focused on making connected technology work for businesses around the world. Its platform helps organizations of all sizes, from early-stage startups to large enterprises, turn connected ideas into real products and services. The company operates with distributed teams across Japan, the United States, and Europe, and continues to scale globally as demand grows.

Soracom is an equal opportunity employer and values a workforce made up of people with varied backgrounds, experiences, and viewpoints. The company emphasizes hiring exceptional talent, supporting employee growth, and building an environment where people and teams can do excellent work.

The organization takes pride in creating technologies that help customers solve meaningful challenges and build solutions that can make a real difference.

About the role

This role is part of the Americas team and offers the opportunity to work alongside people who are enthusiastic about IoT and the fast pace of growth in this space. As a Customer Service Specialist, you will support customer and partner accounts, handle communication, and assist with administrative and service-related tasks. The position suits someone who enjoys a busy environment, solves problems quickly, and is motivated by strong customer experiences.

What you'll do

• Provide support for customer and partner accounts that are not yet assigned, including handling questions, resolving issues, and helping ensure a seamless experience.
• Make sure partner registrations and referred leads are entered correctly and routed quickly.
• Respond to customer and partner messages by email, phone, and chat in a professional and timely way, coordinating with sales or partnerships teammates when an account owner is involved.
• Help partners with POS reports, commission reports, and inventory reports, and troubleshoot related issues as needed.
• Work with partner and sales teams so information reaches the right people and the overall experience remains smooth.
• Track invoices and payments, follow up on outstanding balances, and support timely resolution.
• Share accurate shipping details with customers and partners while maintaining transparency and compliance with legal agreements.
• Coordinate logistics for conferences, trade shows, and company events, including vendor communication, travel planning, and on-site support for sales and partnership teams.
• Demonstrate the company’s leadership principles in daily work, including being customer-focused, proactive, action-oriented, thorough, emotionally mature, and results-driven.

Who you are

• You build relationships easily and enjoy working with people from different backgrounds to create positive outcomes.
• You are able to build trust quickly by communicating openly and clearly with customers at all levels.
• You like learning continuously about products, services, and use cases so you can better support customers.
• You work well with others, follow through on commitments, and communicate effectively in both spoken and written form.
• You are comfortable making decisions in a fast-moving environment.
• You use good judgment and genuinely enjoy helping customers.
• You are excited to collaborate across time zones and cultures in a global team setting.
• You are open to using new AI tools to improve efficiency, quality, and creativity in your work.

Requirements

• 2 to 4 years of experience in customer service or account management.
• Strong verbal and written communication skills.
• Hands-on experience with Salesforce and Slack.
• Ability to work independently in a remote setting.
• Attention to detail and a strong focus on accuracy, including spotting and fixing issues in quotes, contracts, orders, and Salesforce records before they affect customers or internal teams.
• Experience with invoicing tools and shipping/logistics platforms is preferred.
• Knowledge of order fulfillment and logistics workflows is preferred.
• Spanish language skills are a plus.
• Prior experience working with partners during a sales cycle is a plus.

Location

This is a fully remote role for candidates based in the United States, specifically in the Mountain or Central time zones.

Benefits

• Remote-first setup for employees in the United States.
• Flexible scheduling that supports both productivity and work-life balance while meeting customer and team needs.
• Access to modern tools, a dedicated technology budget, and leading AI platforms.
• Opportunities for fast learning, professional development, and career growth through exposure to complex customer challenges.
• Skills-based advancement, with promotions tied to impact, contribution, and performance rather than time served.
• Collaborative global team culture with experienced colleagues across the US, Europe, and Japan.
• Medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Life insurance coverage, including basic, voluntary, and AD&D.
• Paid time off, including vacation, sick leave, volunteer time, and company holidays.
• Family-supportive leave benefits, including maternity, paternity, and parental leave.
• Short-term and long-term disability coverage.
• Employee stock option program.

Additional information

The employer values diversity and inclusion and operates with remote teams across multiple regions. The role requires comfort working across time zones, collaborating with international colleagues, and adapting to a fast-moving environment. Applicants should be prepared to work from the US within Mountain or Central time zones.