Client Support Specialist

Job Summary:

We are looking for a Client Support Specialist who is passionate about helping people and providing exceptional service. The ideal candidate has at least 2 years of phone support experience for international companies, demonstrates strong communication skills, and thrives in a fast-paced, detail-oriented environment.

As a Client Support Specialist, you will handle time-sensitive calls related to ETAs (Estimated Time of Arrivals) and broker communications, ensuring that all interactions follow Wingz’ operational standards and our partnered clients’ protocols.

Key Responsibilities:

• Answer and manage inbound and outbound calls from clients, brokers, and partners with professionalism and empathy.
• Provide accurate ETAs and handle broker-related inquiries promptly and effectively.
• Follow strict standard operating procedures (SOPs) based on Wingz and our partnered clients’ service standards.
• Communicate proactively with leadership, dispatch, and other departments to ensure seamless coordination and timely issue resolution.
• Document all conversations and updates accurately in the company database or CRM system.
• Handle all calls with urgency and attention to detail, ensuring each client receives timely and high-quality support.
• Escalate critical or unresolved issues to the appropriate teams when necessary, maintaining clear communication throughout.
• Contribute to continuous improvement by identifying trends, sharing feedback, and suggesting process enhancements.

Requirements

• Minimum of 2 years of phone-based support experience for international companies (B2B or B2C).
• Exceptional attention to detail and organizational skills.
• Strong verbal and written communication skills with a professional and empathetic tone.
• Fast learner who adapts quickly to new tools, systems, and client processes.
• Passionate about helping people, especially within healthcare and transportation contexts.
• High energy and enthusiasm, with a positive attitude and team-oriented mindset.
• Ability to work independently while maintaining accountability and accuracy.
• Willingness to work ET hours, including weekends or holidays, depending on operational needs.