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About the Role
As an Account Support Specialist, you will be the first point of contact for Delivery Partners, providing exceptional support and ensuring seamless operations. You will manage inquiries, triage requests, and collaborate with internal teams to maintain high service standards.
Responsibilities
- Provide coverage for the Account Manager phone line and respond to Delivery Partner questions with professionalism, empathy, and urgency.
- Monitor shared inboxes and ticket queues, accurately document issues, and confirm that requests contain the necessary information for resolution.
- Triage incoming tickets by category, urgency, and business impact, then route them to the appropriate Account Manager or internal support team.
- Resolve routine questions using approved processes, program guidance, and available knowledge resources.
- Track open requests, follow up with responsible teams, and keep Delivery Partners informed of status, next steps, and expected resolution timing.
- Identify urgent, high-impact, or repeat issues and escalate them promptly through the appropriate channels.
- Maintain clear and complete case notes to ensure efficient handoffs and availability of the full history of each issue.
- Communicate program updates, operational impacts, service disruptions, and process changes in a clear and customer-friendly manner.
- Partner with Account Managers to prepare for partner follow-ups and ensure commitments are completed.
- Identify recurring questions, ticket trends, and workflow gaps, recommending updates to FAQs, templates, knowledge articles, or support processes.
- Support service-level goals and quality standards while managing multiple priorities and maintaining high accuracy.
- Provide backup support for broader Account Management activities as business needs require.
Requirements
- 2+ years of experience in customer service, customer support, account support, help desk, operations support, or a similar customer-facing role.
- Experience handling a high volume of phone, email, or ticket-based inquiries while maintaining accuracy and professionalism.
- Strong written and verbal communication skills, including the ability to explain next steps clearly and de-escalate customer concerns.
- Ability to prioritize requests, recognize urgency, and coordinate effective handoffs or escalations.
- Experience with Microsoft Excel and standard productivity tools.
- Ability to work independently, manage competing priorities, and follow issues through to completion.
Skills
- CRM
- Case management platform
- Ticketing system
- Salesforce
- Zendesk
- ServiceNow
- Supporting small-business owners
- Delivery operations
- Logistics operations
- Field teams
- Multi-site programs
- Reviewing ticket or contact data to identify trends
- Improving customer support experience
- Working in a changing environment
Location
- Austin, TX
Work Type
- On-site
- Remote
- Contract
Experience Level
- 2+ years
Salary/Compensations
- $35.00 - $35.00/hr
Benefits
- Medical
- Dental
- Vision
- Critical Illness
- Accident
- Hospital
- 401(k) Retirement Plan
- Life Insurance
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
About the Company
- Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe.
- Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies.
- We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence.
- With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500.
- We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.
Equal Opportunity
- The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
- If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
- San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
- Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
- Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.