Customer Service Specialist

Role: Fractional Customer Service Specialist

At Humiint, we support growing companies that need trusted customer engagement guidance without the complexity or cost of a full-time in-house team. Whether building seamless support processes, resolving customer inquiries, gathering valuable feedback, or strategizing for exceptional customer experiences — companies need experienced customer service professionals who bring clarity, confidence, and measurable satisfaction. That’s where you come in.

We’re looking to connect with seasoned Fractional Customer Service Specialists who can serve as trusted advisors to founders, CEOs, and operations leaders across a range of customer support and experience matters. If you enjoy solving complex customer challenges, aligning service strategy with business goals, and working across fast-moving environments — this is a unique opportunity to lead with impact, flexibly.

This role is ideal for senior customer service professionals or former in-house customer success leads who enjoy applying their expertise across industries and growth stages. Whether you’ve set up support systems, managed diverse customer inquiries, or advised executive stakeholders — your customer service acumen is essential to the companies we serve.

Key responsibilities may include:

• Developing and implementing customer service strategies and best practices
• Handling diverse customer inquiries and issues across various channels (email, chat, phone, social media)
• Creating and optimizing customer support processes, FAQs, and knowledge base articles
• Analyzing customer feedback to identify trends and recommend improvements
• Setting up and managing customer service tools and platforms (e.g., Zendesk, HubSpot Service Hub, Intercom)
• Advising on customer retention strategies and building customer loyalty programs
• Training internal teams on customer service best practices and communication
• Monitoring key customer service metrics (e.g., CSAT, NPS, response time) and providing performance reports
• Acting as a strategic partner in enhancing the overall customer journey and experience

Required qualities may include:

• Proven track record in customer service, customer success, or support roles
• Expertise in various customer communication channels and support methodologies
• Business-minded approach with strong communication, problem-solving, and empathetic listening skills
• Comfortable advising founders, operations managers, and executive teams
• Familiarity with early-stage company growth challenges and rapid scaling environments
• Proficiency with customer service software and CRM systems
• Experience in fractional, consulting, or advisory roles is highly valued

Additional Information

• Ability to set your own pricing
• Remote work
• Flexible schedule
• Work across different industries

At Humiint, we partner with operational leaders who help companies scale smart — not just fast. Learn more at www.humiint.com

Key skills/competency

• Customer Service Strategy
• Customer Experience (CX)
• Customer Support Processes
• Customer Relationship Management (CRM)
• Zendesk
• HubSpot Service Hub
• Intercom
• Customer Retention
• Data Analysis
• Communication Skills