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Company Overview
We are a Miami-based hydration and wellness company on a mission to make premium water quality accessible to every household. From whole-home hydrogen water purification systems to a curated wellness lounge in the USA, we combine science-backed products with authentic wellness education to help families make healthier, more conscious choices, starting with the water they drink every day.
With six years of proven operations, a national e-commerce presence, a flagship wellness lounge preparing for its grand opening, and a partnership with globally recognized biohacker Gary Brecka, we are entering our highest-growth phase yet. The founders are visionary, fast-moving, and deeply committed to building something meaningful, and they need exceptional people around them to make it happen.
Role Overview
This role is the primary point of contact for MAW Wellness customers across phone, email, text, and CRM channels. The Customer Success & Support Specialist will handle both inbound and outbound calls, managing incoming leads and service inquiries while proactively reaching out to prospects and clients to set appointments and drive engagement. The role also includes troubleshooting basic issues using existing SOPs and training videos, dispatching technicians when needed, and ensuring every customer record in GoHighLevel is complete and accurate.
Key Responsibilities
Monitor incoming leads in GoHighLevel (including those generated via the website) and ensure each record is complete, adding missing phone numbers, addresses, and contact details promptly and accurately.
Respond to inbound customer text messages and CRM chat inquiries (e.g. questions about services/systems), using approved templates and escalating where needed.
Conduct outbound appointment setting using company-approved scripts and sales processes, proactively contacting prospects and clients to schedule consultations and follow-ups.
Answer and manage customer service calls, providing basic troubleshooting using existing SOPs and reference videos, or dispatching a technician when the issue requires an in-person visit.
Handle client complaints and escalations professionally across phone, email, and SMS, including processing refund requests.
Manage client invoices, including sending invoices, tracking payments, and following up on outstanding balances.
Maintain accurate, complete records in the CRM for every customer interaction.
Submit a daily log/report of completed tasks and outstanding items.
Follow and help maintain company SOPs (e.g. the newly created services SOP); flag gaps or outdated steps as processes evolve.
Gradually take on a growing share of direct client calls currently handled by the Operations Lead, as proficiency is demonstrated.
Support smooth coordination with the dispatch/technician team, including with Spanish-speaking technicians when applicable.
Required Skills & Qualifications
Proven experience in a customer support, customer success, or client relations role, including dispatching and phone-based support across both inbound and outbound channels.
Comfortable and confident de-escalating and communicating with upset or frustrated customers.
Hands-on experience with CRM platforms; ability to learn GoHighLevel quickly if not already familiar.
Excellent written communication skills for email and SMS-based customer interactions.
High attention to detail; this role requires consistently complete, accurate data entry.
Strong critical thinking skills and excellent problem-solving abilities, with the ability to think on your feet when troubleshooting issues or resolving billing questions.
Strong follow-through and reliability; comfortable working from SOPs and training recordings, and proactively asking questions rather than leaving tasks incomplete.
Ability to manage a high volume of inbound and outbound inquiries during busy periods without dropping accuracy or responsiveness.
Preferred Qualifications
Bilingual in English and Spanish, strongly preferred, as the company serves Spanish-speaking customers and works with a Spanish-speaking technician.
Prior experience in the home services industry (HVAC/air conditioning, plumbing, or similar trades).
Experience with technician dispatching or field-service coordination.
Familiarity with lead-response workflows in fast-growth or high-inquiry-volume environments.
Why Join Us
Work directly with founders who invest in their team.
Dual role, every day is different.
Real momentum: grand opening, national e-commerce, Gary Brecka partnership.
Mission-driven company: a portion of every sale funds clean water access globally.
Room to grow, as the company scales, so does this role.
Benefits such as health insurance, gym membership, etc.
