Customer Support Specialist

About Us At Level Up Talent Solutions, we believe great work starts with feeling supported, trusted, and valued. We are a people-focused talent company that connects skilled professionals with meaningful long-term opportunities. Our goal is to create an environment where you can do your best work, continue growing, and feel confident in the role you play within a team. When you join Level Up Talent Solutions , you are not just filling a position. You are becoming part of a community that values clear communication, consistency, and mutual respect. We work closely with you to understand your strengths, your experience, and the type of work environment where you can thrive. We support our talents through structured onboarding, ongoing guidance, and realistic expectations. You will always know what success looks like and who to turn to when you need support. We believe that when talents feel aligned and empowered, everyone succeeds. At Level Up Talent Solutions, growth is not only about skills. It is about confidence, stability, and building a career you can be proud of. We are here to help you level up. Job Description This is a remote position. Job Overview Level Up Talent Solutions is looking for a Lean-Pro Customer Support Specialist VA to support an internationally known acupuncture training organization that offers online video courses, eBooks, and print books. This role is ideal for someone who is warm, patient, detail-oriented, and confident in handling customer concerns with care. The main focus is to monitor support requests, respond thoughtfully, assist with order or access issues, and make sure customers feel acknowledged and properly guided. The right candidate should be comfortable supporting customers who may not be highly technical, investigating simple order or login concerns, checking WooCommerce details, monitoring chatbot activity, and documenting recurring support issues to help improve the overall support process. Responsibilities Monitor incoming customer support requests through the shared Gmail inbox Check support emails and Tawk.to activity daily during agreed working days Respond to customers with a warm, polite, and professional tone Assist with common concerns such as order questions, PDF/eBook downloads, course access, login issues, spam folder concerns, and missing information Review WooCommerce orders and customer details to help verify purchases, access, or account-related concerns Monitor Tawk.to chatbot conversations and identify whether customers received the support they needed Track support tasks, pending concerns, questions, and completed items using Trello Identify recurring questions, issues, or support gaps that may need to be added to the knowledge base Document repeatable customer support processes using Google Docs or similar tools Escalate special cases, unclear concerns, refund-related requests, or approval-based issues to the main coordinator or business owner Communicate with patience, kindness, and respect, especially when assisting customers who are confused or uncomfortable with technology Support small process improvements as the customer support system becomes more organized over time Requirements At least 1 year of experience as a Customer Support Specialist, Virtual Assistant, Admin Assistant, Order Support Assistant, or similar role Strong written English communication skills with a warm, thoughtful, and professional tone Experience handling customer emails, support requests, order concerns, or access-related issues Familiarity with Gmail, Google Workspace, Trello, or similar task management tools Basic knowledge of WordPress and WooCommerce, or willingness to learn quickly Strong attention to detail when checking orders, customer records, email details, login information, or access concerns Patient and respectful when supporting customers who may not be highly technical Able to follow instructions, document progress, and ask clear questions when needed Organized, reliable, and able to complete consistent support checks during agreed working days Comfortable working part-time or on an as-needed basis to start Nice to Have Experience with Tawk.to or similar live chat/support tools Experience with LearnDash, online course platforms, or any LMS Familiarity with Beaver Builder, Elementor, or similar WordPress page builders Experience supporting eBooks, digital products, video courses, or online education businesses Experience with Mailchimp or basic email marketing support Interest or background in alternative healthcare, education, wellness, or customer care