About this role.
Lingraphica is seeking a temporary, remote Customer Service Specialist to provide world-class support to prospects and customers. The role involves addressing non-product inquiries, resolving Tier 1 technical issues, and triaging escalations across multiple platforms like phone, email, and chat. The specialist will collaborate cross-functionally, document interactions in a ticketing system, and help educate customers on AAC devices and services. Ideal candidates are empathetic, fast-paced, and experienced in customer service with strong communication skills. This is a mission-driven opportunity supporting individuals with communication impairments.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Service Specialist position at Lingraphica. With over two years of customer service experience and a passion for helping others, I am drawn to your mission of improving communication and quality of life for individuals with aphasia and other speech-language challenges. My background includes handling Tier 1 support, resolving issues via phone, email, and chat, and documenting interactions in CRM systems like HubSpot.
I thrive in fast-paced environments and pride myself on delivering empathetic, clear, and effective support. I have strong troubleshooting skills and am comfortable using tools like Microsoft Office, Zoom, and VoIP systems. I am eager to contribute to your team by ensuring every customer feels heard and supported.
Thank you for considering my application. I look forward to the opportunity to support Lingraphica’s mission and customers.
Sincerely,
[Your Name]
Sample interview questions
I use a ticketing system to track all interactions and prioritize urgent issues, such as device malfunctions or distressed customers, while setting clear timelines for follow-ups. I also communicate proactively with customers to set expectations, and I leverage calendar blocks to balance inbound calls, emails, and chats.
In a previous role, a customer was upset about a delayed shipment. I listened without interrupting, acknowledged their frustration, and apologized for the inconvenience. Then I investigated the issue, provided a specific resolution timeline, and followed up as promised. This turned the experience into a positive one, and the customer thanked me for my patience.
Many customers may have difficulty expressing themselves, which can be frustrating and isolating. Empathy helps me remain patient and attentive, and compassion ensures I focus on their needs rather than rushing. I also use clear, simple language and confirm understanding to make every interaction supportive and respectful.
I have used HubSpot and other CRMs to log calls, emails, and chat interactions. I document each touchpoint immediately after the conversation, including the issue, resolution, and any follow-up actions. I also use templates and tags to maintain consistency, which helps the team access accurate history and avoid duplicate work.
I would first try to reproduce the issue and check internal knowledge bases or troubleshooting guides. If I still cannot resolve it, I would clearly explain to the customer what I am doing, then escalate to the appropriate Tier 2 or technical team with detailed notes. I would also follow up with the customer to ensure the resolution and confirm they are satisfied.
Company Description
Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams. We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.
Job Description
About the role: The Customer Service Specialist (CSS) successfully works with prospects and existing customers by offering a world-class experience throughout all points of contact. This role collaborates cross-functionally with teams across Lingraphica’s business units to improve customer-facing channels. The CSS is responsible for addressing non-product inquiries, resolving Tier 1 issues, and properly triaging and escalating customer concerns. Tier 1 issues include basic troubleshooting for all Lingraphica products such as free apps, customer accounts, and devices. This position is responsible for providing exceptional customer service in a timely manner.
Responsibilities:
Maintains awareness of relevant company updates, products, and processes needed to perform assigned responsibilities
Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships
Proactively follows up with customers to ensure their concerns are resolved
Communicates with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat
Recognizes opportunities to support customer progression by identifying potential engagement needs and ensuring timely handoff to the appropriate team.
Manages frontline activities using a ticket system to document issues, opportunities, and “transfers” to departments for follow-up
Assists with de-escalating customer service matters including but not limited to:
- Technical issues with our devices, websites, online therapy platform
- Shipping
Provides education on Lingraphica’s products, services, and trial process while identifying engagement opportunities and appropriately connecting prospective customers with the Intake & Engagement team for consultative follow-up.
Qualifications
Minimum Qualifications:
- Bachelor’s Degree or equivalent combination of education and experience
- 2 years Customer Service experience
- Proficiency with Microsoft Office, VOIP, Zoom
- Curious thinker with a desire to improve existing processes
- Excellent communication skills (written, verbal and listening)
- Ability to assist individuals who have aphasia and other speech/language challenges with empathy and compassion
- Able and eager to deliver a positive customer experience
- Excellent time management and multi-tasking skills
- Ability to perform above expectations in a fast paced and dynamic environment
- Teamwork, especially as an expert at getting things done, all with a positive attitude
Preferred Qualifications:
- Experience offering Tier 1 customer support
- Experience with HubSpot or other CRM
- Fluent proficiency in Spanish
Additional Information
Work Environment & Physical Demands
Work is performed remotely from a home office. The individual is expected to maintain a safe, productive workspace with reliable and secure internet access.
This role requires the ability to operate a computer, communicate verbally, and participate in virtual meetings with or without reasonable accommodation.
Travel
No travel required
Accommodations
At Lingraphica, we are committed to creating an inclusive and accessible environment for all employees. To perform this job successfully, an individual must be able to complete each essential duty and physical demand. The requirements listed above represent the knowledge, skills, and abilities required, as well as the physical demands associated with the role. We recognize that everyone’s needs are unique, and we are happy to provide reasonable accommodations to support individuals with disabilities in performing the essential functions of the job.
If you require an accommodation, please reach out to Human Resources at humanresources@lingraphica.com for assistance. We are here to help!
Lingraphica and Pay Transparency
At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $50,000 to $55,000 per year. A $3,000 bilingual differential is provided when applicable. Placement in the range is based on factors such as experience, skills, education, and internal equity. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.
To learn more about Lingraphica, visit: www.lingraphica.com! To learn more about our benefits offerings, click here!
This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.
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