Customer Support Specialist I

As a Customer Support Specialist I at Constant Contact, you will provide expert-level support in a fast-paced, metrics-driven environment. This role requires experienced customer support professionals who bring strong de-escalation skills, a proactive approach to customer retention, and a customer-first attitude. You’ll serve as a trusted advisor to users, ensuring their inquiries are resolved and their success is supported through communication, critical thinking, and technical fluency. Responsibilities include handling inbound customer interactions via phone with professionalism, clarity, and empathy; using available tools to diagnose and resolve issues efficiently. Also apply preventative retention techniques by understanding root causes and offering appropriate resolutions. In addition, educate users on product functionality, marketing best practices, and help center tools to support long-term success. Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly. Accurately document all customer interactions and actions taken in Salesforce and actively participate in team communication via Slack and internal tools to ensure visibility and alignment.