Mid-Senior Customer Service Specialist

Mid-Senior Customer Service Specialist
Full time | North American accounts
Location: Kazakhstan, office based, remote based

About the role
We are hiring a Mid-Senior Customer Service Specialist to own complex customer cases for North American clients. As a senior individual contributor, you will resolve escalations, coordinate internal teams, and improve service quality. This role requires sound commercial judgement, detailed investigation, and confident communication with demanding customers and client stakeholders.

What you will own

• Own escalated cases involving billing disputes, service failures, account access, or contractual entitlements, from investigation through documented resolution.
• Review customer history, transaction records, service agreements, and system activity to establish facts and recommend an appropriate remedy.
• Coordinate finance, operations, technical, and client teams on cases involving several departments, maintaining clear ownership and customer updates.
• Handle sensitive or high-value complaints by phone, email, and chat, de-escalating conflict while protecting the client relationship.
• Apply refund, credit, retention, and exception policies within delegated authority; secure approval for decisions outside that authority.
• Manage case priorities against account service levels, including ageing escalations, repeat contacts, quality, and customer satisfaction.
• Analyse recurring issues and service data, recommend workflow changes, and maintain escalation guides and knowledge articles.
• Review complex cases with colleagues, provide coaching, and support quality calibration and client service reviews without formal people-management responsibility.

Required experience and skills

• 3+ years in customer service or support, including at least two handling complex escalations for North American accounts.
• Demonstrated experience resolving billing, service, or account disputes that require investigation across several systems or teams.
• Advanced practical knowledge of Salesforce Service Cloud, Zendesk, Microsoft Dynamics 365 Customer Service, or a comparable platform.
• Ability to interpret service agreements, transaction histories, and account policies, with accurate case notes and a defensible decision trail.
• Strong Excel or CRM reporting skills for case trends, backlog ageing, quality findings, and operational recommendations.
• Excellent written and spoken business English, including complaint responses, difficult customer conversations, and client presentations.
• Experience balancing service targets, customer outcomes, data privacy, and approval controls, with sound judgement about when to escalate.

Nice to have

• Complex B2B, subscription, healthcare, insurance, financial services, or e-commerce support experience.
• Quality assurance, knowledge management, workflow configuration, or mentoring experience.
• Experience supporting several client accounts or serving English- and Spanish-speaking customers.

Working arrangement

• Full-time employment, with local management, HR, scheduling, and equipment support through our Managed Workplace.
• Office based in Kazakhstan, with equipment provided, remote based also considered.
• Availability for North American client hours is required. Accounts may include evening, night, or weekend shifts; coverage requirements are explained before assignment.
• You must be legally eligible to work in Kazakhstan.

You must follow client identity-verification, privacy, and information-handling procedures. Financial adjustments and access changes require the appropriate client approval.

How to apply
Apply through this job posting with your CV and city. Describe the North American accounts and support platforms you have worked with. Include an anonymised example of a complex escalation, your decision-making, and the outcome.

Selection includes a written escalation case, a difficult-customer roleplay, a service-data exercise, and an interview with our team. Some accounts require a client interview. Onboarding includes equipment checks and client policy and system training.

We respond to every applicant who completes the assessment.