Customer Care Specialist

Location: Miamisburg, OH

Reports To: Customer Care Manager

Department: GoKeyless Care

Employment Type: Full-Time

Date Modified: August 2026

About GoKeyless

At GoKeyless, we’re revolutionizing access solutions, connecting people with technology to ensure safety, security, and convenience. As a Value Added Reseller (VAR), we bridge multiple brands and products — offering both standalone solutions and integrated systems for multi-family and commercial properties. We’re driven by a commitment to a positive and compassionate workplace, rooted in honesty and integrity, with a focus on simplicity in processes, a pioneering spirit, and, above all, customer satisfaction and success.

For the Customer Care Specialist, customer satisfaction and success starts with every inbound case. Every question, every issue, every concern is a chance to reinforce why the customer chose GoKeyless — or to lose them quietly. This role owns the front-line conversation.

Job Overview

The Customer Care Specialist (CCS) is the front-line owner of post-sale customer support at GoKeyless. Reporting to the Customer Care Manager, this role handles inbound support cases across phone, email, and Intercom chat; provides initial troubleshooting; escalates technical complexity to the Technical Care Advisor; and ensures every customer interaction reflects the GoKeyless brand at its best.

Key Responsibilities

Handle Inbound Support Cases

• Respond to inbound support cases across phone, email, and Intercom chat within defined SLAs.
• Diagnose customer issues through structured questioning — understand the problem before recommending a path.
• Resolve straightforward cases at the front line — routine configuration, account, billing-question routing, and standard product questions.
• Escalate technical complexity to the Technical Care Advisor with complete context — the TCA shouldn’t need to start from scratch.

• Service GK Cares contract holders — recognize the customer’s coverage at intake; deliver the level of service their contract specifies.
• Support GK Shield claims intake — capture the customer’s warranty concern accurately and route to the CCM’s claims workflow.
• Recognize patterns across cases — surface recurring issues to the CCM so upstream root causes get worked.
• Maintain accurate, complete case documentation in NetSuite and Intercom — a clean case record is the foundation of everything Care measures.

• Communicate with professionalism, empathy, and clarity at every touchpoint — the customer is rarely calling because everything is going well.
• Set clear expectations on resolution timing and follow-up cadence — customers can handle a longer fix; they can’t handle being ignored.
• Follow through on every commitment — if you said you’d call back by Tuesday, call back by Tuesday.
• Close every case with a clean confirmation that the customer’s issue is resolved — not just documented, actually closed.

• Surface case patterns and friction points to the CCM — the front line sees patterns leadership doesn’t.
• Contribute to the support knowledge base — every case that taught you something is a future case for someone else.
• Champion AI adoption within the support workflow — use Claude, ChatGPT, and Copilot to accelerate case research, drafting, and routine documentation.

Case Handling

• Response SLA compliance — % of cases responded to within defined SLA.
• First-contact resolution rate — % of cases resolved without escalation or follow-up.
• CSAT on closed cases — Customer satisfaction score on closed cases.
• Case documentation completeness — % of cases with complete NetSuite/Intercom documentation at close.

Experience (Must Haves):

• 2+ years of customer support, customer service, or service-desk experience — multi-channel (phone, email, chat).
• Strong verbal and written communication skills with the patience and empathy required for escalated customer conversations.
• Proficiency with NetSuite or comparable CRM/case-management system; comfort with Intercom and RingCentral.
• AI fluency: Hands-on use of AI tools (Claude, ChatGPT, Microsoft Copilot) to accelerate case research and routine documentation.

• Background in technical products, building technology, or hardware support.
• Experience servicing recurring service contracts or warranty programs.

• Associate’s or Bachelor’s degree preferred; or equivalent experience demonstrating proficiency in customer support operations.

• Customer-first—Every case is somebody’s problem; treat it that way.
• Calm—Handles escalated customers and difficult conversations without losing composure.
• Detail-oriented—Case documentation, follow-through, and escalation handoffs require precision.
• Dependable—Calls back when you said you’d call back; closes cases that need closing.
• Curious—Recognizes patterns across cases; willing to dig before escalating.
• AI-forward—Uses AI to accelerate research and documentation — protects time for the conversational work.

• Impact—Be the GoKeyless voice every customer hears when something needs fixing. Your work directly drives CSAT, NPS, and renewal.
• Growth—Strong runway into Technical Care Advisor, Customer Care Manager, or Customer Activation Specialist roles for the right operator.
• Team—Partner with the CCM, TCA, and the broader Care team in a focused, customer-first environment.
• Benefits—Competitive pay, comprehensive health and 401k plans, recognition programs, and opportunities for career growth within the organization.