Customer Support Specialist (Houston)

Customer Support Specialist

The Customer Support Specialist is responsible for developing qualified leads for the Tower commercial organization and delivering exceptional support and engagement with our customers. In addition to driving lead generation, the Customer Support Specialist serves as the primary account manager for small business customers, acting as their trusted advisor, educator, and operational partner. The Customer Support Specialist provides prompt, empathetic, and strategic support across multiple channels (email, phone, and Teams meetings). Your goal is to ensure that every existing and potential customer interaction is positive, productive, and aligned with our company priorities. Experience in the IT / Telecommunications sector or related fields is a plus, and the candidate should be familiar with a variety of lead generation approaches.

What You Will Do :

• Manage small business accounts, from initial qualification to application submission
• Develop strong relationships with customer decision makers and influencers
• Provide exceptional customer support, with professionalism and care
• Troubleshoot and resolve customer issues, escalating when necessary
• Qualifying leads based on established criteria to ensure they are a good fit for the company
• Nurturing leads through communication and follow-up to move them through the sales funnel.
• Forge strong relationships with internal cross-functional colleagues
• Maintain data accuracy in CRM system
• Other duties and responsibilities as needed

What You Will Need To Succeed :

Expectations :

Organizational Relationship :

Reports to : Director, Commercial Operations

Where You Will Work : Hybrid : This role falls into our hybrid work model, which is 2-days work from home (Monday and Friday) and 3-days in the office (Tuesday through Thursday) to optimize collaboration, relationship building and key stakeholder engagement and may require some travel as needed.

Company Benefits :

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.