Customer Support Specialist

As a Customer Support Specialist at Leadbird, your role encompasses managing customer inquiries, troubleshooting issues, and ensuring smooth communication to improve response times and overall client success. This fully remote, full-time contract position offers the opportunity to work with successful B2B businesses worldwide.

About Leadbird

Leadbird is a B2B Lead Generation Agency that operates on a performance model, generating leads for clients who pay per lead. We prioritize long-term partnerships and strive to create a streamlined system that enables every team member to excel. With a 100% remote work environment, we offer top-of-market pay and bonuses based on performance.

About Our Clients

Our clients are growth-oriented, successful B2B businesses from various industries. They value their time and require a reliable lead generation partner that delivers results and generates a great return on investment (ROI).

What We're Looking For

Customer Support Specialist’s Mission

Your primary mission is to ensure seamless client communication and support. You'll be responsible for managing emails, responding to customer inquiries efficiently, and helping the internal team streamline processes.

This role requires deep knowledge of Smartlead, GTM experience, and strong cold email fundamentals to assist clients and the internal team with technical and strategic issues.

What Makes You A Fit

• Smartlead Expertise – You understand the platform inside and out.
• Cold Email & GTM Experience – You know the fundamentals of outbound and can troubleshoot campaign-related questions.
• Fluent in English – Strong written and verbal communication skills.
• Customer-First Mindset – You’re proactive, solution-oriented, and detail-driven.
• Reliable & Responsive – Able to work independently and manage time effectively.
• US Working Hours – Available to work 9 AM - 5 PM CST (American timezone).

Responsibilities

As a Customer Support Specialist, your responsibilities include:

• Handling customer inquiries via email and ensuring quick response times.
• Managing inboxes to ensure messages are handled efficiently and prioritized correctly.
• Troubleshooting technical issues related to Smartlead and cold email infrastructure.
• Working with the internal team to escalate and resolve client concerns.
• Providing proactive support to improve customer experience and retention.

Additional Attributes

• Strong organizational skills and attention to detail.
• Ability to multitask and handle multiple client requests at once.
• Experience with ticketing systems or email management platforms is a plus.

Bonus Qualifications

• Prior experience in B2B cold email outreach or lead generation.
• Familiarity with email deliverability best practices.
• Experience in a customer success or support role within a SaaS or lead generation company.

Expected Career Progression

Customer Support Specialist → Senior Customer Support Specialist → Customer Success Manager

What You'll Do

We’re a fast-growing company, and your responsibilities will evolve over time, but these core tasks will always be part of your role:

Daily:

• Respond to customer inquiries and resolve issues.
• Monitor and manage support inboxes.
• Escalate urgent issues to the appropriate internal team.
• Ensure fast response times and proactive communication.

Weekly:

• Identify common customer issues and suggest solutions or documentation improvements.
• Work with the team to improve workflows and optimize support efficiency.
• Analyze customer trends to proactively prevent future issues.

As needed:

• Assist in onboarding new clients with Smartlead-related support.
• Collaborate with other departments to enhance customer experience.
• Troubleshoot deliverability issues and advise clients accordingly.

What You Can Expect In Your First Year

Within 30 Days:

• Fully onboarded into Leadbird’s support processes and tools.
• Gain a deep understanding of Smartlead and Leadbird’s email management workflows.
• Start responding to client inquiries independently.

Within 90 Days:

• Identify gaps in customer support and recommend improvements.
• Take full ownership of email management and reduce response times.
• Assist in creating support documentation and SOPs.

Within 6 Months:

• Improve customer satisfaction metrics by optimizing response times and resolutions.
• Work with the team to reduce common support issues.
• Start mentoring junior team members if the support team expands.

And Beyond:

• Help shape Leadbird’s customer support strategy and drive automation for faster response times.
• Expand responsibilities into customer success and proactive engagement.

Our Recruitment Process

• Initial Application: 5 minutes
• Initial Interview: 15 minutes
• Leadbird Assessment: 1-2 hours, max.
• Final Call With Leadership Team

We like to move fast; our hiring process typically takes 2-3 weeks. If we anticipate a delay, we’ll proactively communicate with you.

About Your Leadership Team

Founder, Nick Abraham

Nick is an entrepreneur based in the United States who bootstrapped Leadbird to a multi-7-figure annual run ratewith over 100+ active clients.

While working on Leadbird, he has also built multiple SaaS companies that have done over 7 figures in ARR and served over 5,000+ customers.

Note:

We’ve aimed to balance detail and brevity so you can make an informed decision about applying.

If you don’t meet 100% of the requirements, we still encourage you to apply—we prioritize mindset and potential as much as experience.

We are committed to creating an inclusive environment for every employee. We provide equal opportunity to all applicants and will never discriminate based on race, religion, national origin, gender, sexual orientation, age, disability, or any other characteristic protected by law.

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