Customer Support Specialist (US Accent), Phone & Email Follow-Up for Customer Disputes

We're looking for a friendly, professional customer support specialist to work alongside our existing support team. Your main focus will be handling the customers who need a personal touch, the ones who go quiet on email, or who have an open dispute that needs to be resolved calmly and quickly. This is a phone-forward role, so a clear, natural American accent and a confident, warm phone presence are essential. What you'll do Follow up with customers by phone when they've stopped responding to emails Proactively reach out to customers who have raised a dispute or complaint, and work toward a resolution that keeps them happy Coordinate with our email/support team so nothing falls through the cracks Keep clear notes on every customer interaction and outcome Represent our brand professionally and empathetically in every call Requirements Native or near-native American accent with excellent spoken English Proven past experience in customer support, customer service, or client-facing phone work (please share examples) Comfortable making outbound calls and de-escalating tense or unhappy customers Reliable, self-directed, and organized with follow-ups Available during US business hours Quiet workspace, stable internet, and a good headset Nice to have Experience with e-commerce customer support Familiarity with help desk / CRM tools (Freshdesk, etc.) To apply Please include a short note about your relevant experience and, if possible, a brief voice sample or recording so we can hear your phone manner. Applications with a voice sample will be prioritized.