Customer Success & Operations Specialist (CRM + AI + Sales Support)

Location: Remote (USA / Canada preferred)

About the Role

We’re looking for a proactive and hands-on Customer Success & Operations Specialist to manage inbound communication, support sales efforts, and help optimize our internal systems.

This role combines customer support, lead follow-up, CRM management, and AI/chat automation. You will play a key role in improving response times, increasing conversions, and building efficient workflows.

Responsibilities

Customer Communication

• Answer inbound inquiries across phone, SMS, email, and chat in a natural, non-scripted way
• Provide clear, helpful responses and guide customers through next steps

Lead Follow-Up & Sales Support

• Work outbound call/text lists (missed calls, abandoned leads, warm leads)
• Follow up consistently and move leads toward booking or purchase
• Support closing conversations when appropriate

CRM & Workflow Management (GoHighLevel)

• Build, clean, and maintain pipelines, tags, and contact records
• Set up and optimize SMS/email sequences
• Improve lead tracking and follow-up processes

AI & Automation

• Train and improve our AI agent (Intercom Fin or similar)
• Help structure and maintain the help center / knowledge base
• Ensure common questions are handled automatically where possible

Requirements

• 2+ years experience in customer support, sales, or customer success
• Strong spoken and written English (clear, confident communication)
• Comfortable working inside a CRM (GoHighLevel experience is a big plus)
• Ability to handle both support and sales conversations
• Organized, proactive, and detail-oriented

Nice to Have

• Experience with GoHighLevel, Intercom, or similar tools
• Experience setting up automations or workflows
• Experience training AI/chatbots
• Background in healthcare, telehealth, or medspa is a plus

Success in This Role

• Fast response times across all channels
• Improved lead conversion rates
• Clean, organized CRM and pipelines
• Reduced manual workload through automation
• Better customer experience overall

Pay: $20.00 - $25.00 per hour

Work Location: Remote