Collections & Customer Support Specialist

• Review invoices and customer contacts in Upflow
• Follow Upflow’s automated email cadence and conduct persistent collection calls
• Answer inbound customer support inquiries
• Help resolve basic account-access and product issues
• Screen and prioritize support tickets
• Assign or escalate tickets to the appropriate customer success representative
• Conduct payment conversations with a customer-retention focus
• Explore payment options beyond overdue-payment reminders

• Work accounts receivable collections: review invoices and customer contacts in Upflow, follow automated email cadence, and make persistent collection calls
• Handle initial customer support: answer inbound inquiries, assist with basic account-access or product issues, screen and prioritize tickets, and assign or escalate them to the appropriate customer success representative
• Approach payment conversations with customer retention in mind, exploring options rather than relying only on overdue-payment reminders
• Some sales experience is good to have
• Experience with Upflow or a similar AR system is good to have
• Persistent and comfortable making collection calls
• Technically self-sufficient and able to troubleshoot basic issues while working remotely
• Customer-focused, with flexible problem-solving in payment conversations
• Experience with Upflow (AR), Nutshell (CRM), Freshdesk (support tickets), and MS Suite (Outlook and Teams)
• English resume and CEFR English proficiency level required for the application
• Full-time availability, 40 hours/week
• Availability during PDT business hours
• Must complete a Coconut VA profile, one-minute introduction video, and application instructions

• Competitive Salary
• 13th Month Pay
• 12 days of PTO
• 12 paid US holidays
• Maternity & Paternity Leave
• Comprehensive Healthcare
• Life Insurance
• Mental Health Support
• Milestone Gifts & Birthday Treats
• Island getaways, virtual town halls, and regional meetups
• Supportive professional network for learning, growth, and connection