📍 Job Overview

Job Title: Customer Support Specialist
Company: Shine Social Brand
Location: Charlotte, North Carolina, United States
Job Type: On-site, Full-time
Category: Customer Support
Date Posted: June 26, 2025
Experience Level: Entry-level to Intermediate (0-2 years)
Remote Status: On-site

🚀 Role Summary

Serve as the first point of contact for customers, providing exceptional service and timely assistance.
Maintain a high level of product knowledge to effectively address customer inquiries and resolve issues.
Collaborate with team members and other departments to improve service quality and identify trends in customer feedback.
Contribute to a dynamic and passionate team dedicated to making brands shine through exceptional storytelling and trendsetting.

📝 Enhancement Note: This role is ideal for enthusiastic individuals looking to start or advance their career in customer support, with a strong focus on communication, problem-solving, and customer satisfaction.

💻 Primary Responsibilities

Customer Interaction: Respond promptly to customer inquiries via phone, email, and live chat, ensuring high customer satisfaction.
Issue Resolution: Provide accurate information and effective solutions to resolve customer issues, demonstrating strong problem-solving skills.
Documentation: Maintain detailed records of customer interactions and feedback in the CRM system to facilitate continuous improvement.
Team Collaboration: Work closely with team members and other departments to enhance service quality, identify trends, and implement process improvements.
Product Knowledge: Stay updated on company products and services to provide accurate and helpful information to customers.

📝 Enhancement Note: Success in this role requires a strong commitment to customer service, excellent communication skills, and a proactive approach to issue resolution and process improvement.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: Entry-level to intermediate experience in customer support or a related field.

Required Skills:

Excellent verbal and written communication skills in English.
Strong problem-solving abilities and attention to detail.
Proficiency in using CRM software and Microsoft Office Suite.
Ability to work independently and as part of a team.
Strong customer focus and commitment to customer satisfaction.

Preferred Skills:

Previous experience in customer support or a related field.
Familiarity with social media platforms and digital marketing trends.
Bilingual or multilingual skills.

📝 Enhancement Note: While not required, experience in customer support and familiarity with social media platforms can be beneficial for success in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service Experience: Highlight any previous customer service or support experience, including specific achievements and challenges overcome.
Communication Skills: Demonstrate strong written and verbal communication skills through examples of clear and concise customer interactions.
Problem-Solving: Showcase your problem-solving abilities with examples of complex customer issues resolved and the steps taken to achieve resolution.

Technical Documentation:

CRM Proficiency: Provide examples of accurate and detailed customer interaction records in a CRM system.
Process Improvement: Describe any process improvements implemented based on customer feedback or trends identified during customer interactions.

📝 Enhancement Note: A well-curated portfolio demonstrating strong communication skills, problem-solving abilities, and commitment to customer satisfaction will be essential for success in the interview process.

💵 Compensation & Benefits

Salary Range: $45,000 - $55,000 per year, based on experience.

Benefits:

Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Generous paid time off and holidays.
Professional development opportunities.
Flexible work environment.

Working Hours: Full-time, 40 hours per week, with a flexible schedule to accommodate customer needs.

📝 Enhancement Note: The salary range for this role is competitive with industry standards for entry-level to intermediate customer support positions in the Charlotte, NC area.

🎯 Team & Company Context

🏢 Company Culture

Industry: Marketing and Public Relations

Company Size: Medium (50-250 employees)

Founded: Not specified

Team Structure:

A dynamic and passionate team of storytellers, trendsetters, and dream weavers dedicated to making brands shine.
A collaborative environment that encourages cross-functional collaboration between customer support, marketing, and branding teams.

Development Methodology:

A customer-centric approach to service and support, with a focus on continuous improvement and process optimization.
A flexible and adaptable work environment that encourages innovation and creativity.

Company Website: Shine Social Brand

📝 Enhancement Note: Shine Social Brand is a marketing and public relations company that focuses on storytelling and trendsetting to make brands shine. Their customer support team plays a crucial role in maintaining customer satisfaction and driving brand success.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to intermediate position in the customer support career path, focusing on customer interaction, issue resolution, and process improvement.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Support Manager and collaborate with various teams, including marketing, branding, and other support personnel.

Technical Impact: The Customer Support Specialist will have a direct impact on customer satisfaction, brand reputation, and overall business success by providing exceptional service and facilitating continuous improvement.

Growth Opportunities:

Promotion to Senior Customer Support Specialist: After demonstrating exceptional performance and leadership skills, there may be opportunities to advance to a senior role with increased responsibilities and compensation.
Transition to Marketing or Branding: With experience and a strong understanding of the company's products and services, there may be opportunities to transition into marketing or branding roles within the organization.

📝 Enhancement Note: Success in this role can lead to career growth and advancement within the customer support field or a transition into marketing and branding roles, depending on the individual's skills, interests, and performance.

🌐 Work Environment

Office Type: A creative and collaborative workspace that fosters innovation and teamwork.

Office Location(s): Charlotte, North Carolina, United States

Workspace Context:

A dynamic and engaging work environment that encourages collaboration and open communication.
Access to the latest tools and technologies to facilitate effective customer support and process improvement.
Opportunities for professional development and growth within the company.

Work Schedule: Full-time, with a flexible schedule to accommodate customer needs and ensure high levels of customer satisfaction.

📝 Enhancement Note: The work environment at Shine Social Brand is designed to foster creativity, collaboration, and continuous improvement, with a focus on customer satisfaction and brand success.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to assess communication skills, customer service experience, and fit for the role.
In-depth Interview: A more detailed discussion of the candidate's experience, problem-solving abilities, and approach to customer support.
Role-play Scenario: A mock customer interaction to evaluate the candidate's communication skills, issue resolution abilities, and customer focus.
Final Decision: A decision will be made based on the candidate's performance throughout the interview process and their fit for the role.

Portfolio Review Tips:

Highlight specific customer service experiences and achievements that demonstrate strong communication skills, problem-solving abilities, and commitment to customer satisfaction.
Provide examples of process improvements implemented based on customer feedback or trends identified during customer interactions.
Showcase any relevant customer support certifications or training that demonstrate a commitment to professional development.

Technical Challenge Preparation:

Familiarize yourself with the company's products and services, as well as industry trends and best practices in customer support.
Prepare for role-play scenarios by practicing common customer issues and developing effective resolution strategies.
Research the company's values and mission to demonstrate a strong fit for the role and the organization.

ATS Keywords: Customer Support, Communication Skills, Problem-Solving, Attention to Detail, CRM Software, Microsoft Office Suite, Customer Satisfaction, Issue Resolution, Process Improvement, Teamwork, Collaboration, Customer Focus, Customer Service Experience.

📝 Enhancement Note: The interview process for this role will focus on assessing the candidate's communication skills, problem-solving abilities, and commitment to customer satisfaction. A well-curated portfolio and thorough preparation for role-play scenarios will be essential for success in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Relationship Management (CRM) Software:

Salesforce: A popular CRM platform used by many organizations to manage customer interactions and track customer data.
Zoho CRM: A cloud-based CRM software that offers a range of features for managing customer relationships and improving customer support.

Communication Tools:

Phone: A reliable phone system for handling customer calls and ensuring high levels of customer satisfaction.
Email: A professional email platform for managing customer correspondence and facilitating effective communication.
Live Chat: A live chat platform for providing real-time support and addressing customer inquiries promptly.

📝 Enhancement Note: Familiarity with CRM software and communication tools is essential for success in this role. While specific software platforms may vary, a strong understanding of CRM principles and communication best practices will be valuable in any customer support environment.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: A strong commitment to customer satisfaction and ensuring that customer needs are met promptly and effectively.
Communication: Excellent verbal and written communication skills, with a focus on active listening and clear, concise communication.
Problem-Solving: Strong problem-solving abilities and a proactive approach to issue resolution and process improvement.
Teamwork: A collaborative and supportive work environment that encourages open communication and cross-functional collaboration.

Collaboration Style:

A dynamic and engaging work environment that fosters innovation and teamwork.
A focus on open communication and cross-functional collaboration between customer support, marketing, and branding teams.
A commitment to continuous improvement and process optimization, driven by customer feedback and trends.

📝 Enhancement Note: Shine Social Brand's customer support team is dedicated to providing exceptional service and driving brand success through a strong commitment to customer focus, communication, problem-solving, and teamwork.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Managing a high volume of customer inquiries efficiently and effectively, ensuring high levels of customer satisfaction.
Complex Issues: Resolving complex customer issues that may require collaboration with other teams or departments.
Customer Expectations: Meeting and exceeding customer expectations for prompt, accurate, and effective issue resolution.

Learning & Development Opportunities:

Customer Support Training: Opportunities for professional development and training in customer support best practices and emerging trends.
Cross-Functional Collaboration: Opportunities to collaborate with marketing, branding, and other teams to gain a broader understanding of the business and contribute to overall success.
Career Progression: Opportunities for career growth and advancement within the customer support field or a transition into marketing and branding roles.

📝 Enhancement Note: Success in this role requires a strong commitment to customer service, excellent communication skills, and a proactive approach to issue resolution and process improvement. By embracing challenges and seeking opportunities for growth and development, candidates can thrive in this dynamic and collaborative environment.

💡 Interview Preparation

Technical Questions:

Customer Service Scenario: Describe a challenging customer service scenario you've faced in the past and how you resolved it. What steps did you take to ensure customer satisfaction and address any underlying issues?
Process Improvement: Can you provide an example of a process improvement you've implemented based on customer feedback or trends identified during customer interactions? How did you identify the need for improvement, and what steps did you take to implement the change?
Customer Focus: How do you ensure that you're meeting and exceeding customer expectations for prompt, accurate, and effective issue resolution? Can you provide an example of a time when you went above and beyond to ensure customer satisfaction?

Company & Culture Questions:

Company Mission: How do you align with Shine Social Brand's mission to make brands shine through exceptional storytelling and trendsetting?
Team Dynamics: How do you contribute to a dynamic and collaborative team environment that fosters innovation and creativity?
Customer Support Evolution: How do you see the field of customer support evolving in the coming years, and how can Shine Social Brand stay ahead of the curve?

Portfolio Presentation Strategy:

Customer Service Experience: Highlight specific customer service experiences and achievements that demonstrate strong communication skills, problem-solving abilities, and commitment to customer satisfaction.
Process Improvement: Showcase any process improvements you've implemented based on customer feedback or trends identified during customer interactions.
Customer Focus: Emphasize your commitment to customer satisfaction and your ability to meet and exceed customer expectations for prompt, accurate, and effective issue resolution.

📝 Enhancement Note: The interview process for this role will focus on assessing the candidate's communication skills, problem-solving abilities, and commitment to customer satisfaction. A well-curated portfolio and thorough preparation for technical and company-specific questions will be essential for success in the interview process.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit Your Application: Visit the Shine Social Brand careers page and submit your application, including your resume, portfolio, and any relevant certifications or training.
Customize Your Portfolio: Tailor your portfolio to highlight specific customer service experiences and achievements that demonstrate strong communication skills, problem-solving abilities, and commitment to customer satisfaction.
Optimize Your Resume: Highlight your relevant experience, skills, and certifications, ensuring that your resume is well-organized and easy to read.
Prepare for Interviews: Familiarize yourself with the company's products and services, as well as industry trends and best practices in customer support. Practice common customer issues and develop effective resolution strategies for role-play scenarios.
Research the Company: Learn about Shine Social Brand's mission, values, and culture to demonstrate a strong fit for the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist