About the role
Wing is expanding its Customer Success organization to deliver a more structured, proactive, and high-touch client experience. As part of this new model, the Customer Support Representative (CSR) plays a key role in supporting Customer Success Managers (CSMs) by handling administrative tasks, client communication, ticket triage, and internal coordination. This role ensures CSMs can focus on strategic account management while CSRs maintain day-to-day responsiveness and operational efficiency.
Key Responsibilities
- Serve as the first point of contact for general client inquiries via email, chat, and ticketing systems.
- Draft and send routine updates, follow-ups, reminders, and documentation on behalf of the CSM.
- Monitor client concerns and escalate high-priority issues to the assigned CSM.
- Assist CSMs in maintaining accurate client records, service plans, and documentation in HubSpot, Wing App, and internal trackers.
- Help process plan changes, free-trial activations, pause requests, or upgrades according to internal SOPs.
- Ensure all client-facing documents and links provided are accurate and up-to-date.
- Ensure client feedback on assigned VAs is properly logged and shared with Staffing and QA.
- Coordinate simple requests with support teams—Staffing, Onboarding, Billing, HR, and Operations—under CSM guidance.
- Track VA attendance notes, performance flags, and basic replacements workflow updates.
- Monitor the shared inbox/ticketing system and triage cases according to urgency and department.
- Identify recurring issues and flag them to the CSM for escalation or process improvement.
- Follow SOPs for common requests (password resets, plan clarifications, billing questions, interview reminders, etc.).
- Document client interactions, resolutions, and pending tasks.
Qualifications
- 1–2 years experience in Customer Support, Client Success, Admin Assistant, or similar roles.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Customer-first mindset with patience and problem-solving skills.
- Proficiency in tools such as HubSpot, Stripe, Dialpad, etc
Why Join Wing
Joining Wing means becoming part of a fast-growing global operations team committed to delivering world-class client experiences. You’ll work alongside a collaborative Customer Success organization that values teamwork, continuous learning, and professional growth. The role offers clear advancement paths into CSM, QA, Delegation Coaching, or broader Operations positions, supported by competitive compensation and performance incentives. As a remote-first company, Wing provides a flexible, supportive environment where you can build a long-term career while contributing to meaningful client impact every day.