Corporate Account Support Specialist

Sugarwish is hiring a seasonal Corporate Account Support Specialist to join the Happiness Squad, our customer service team, right before our busiest time of the year. From roughly late October through the beginning of January, our corporate clients place the orders they care most about, and they need a real answer fast when something is not right. You will focus on corporate clients and own most of their emails, chats, and phone calls: helping them place orders with confidence, following each order through to a successful finish, and stepping in quickly when something needs fixing. You will also take the harder corporate issues the rest of the Happiness Squad escalates, including transferred calls, and stay with them until they are closed. This is a remote seat with full availability during scheduled shifts, and it asks for someone calm enough to be the person a frustrated client talks to and technical enough to learn our tools in two weeks. The goal is simple: delighting every corporate client and delivering happiness.

What you'll do: 

• Be the friendly, knowledgeable first point of contact for corporate clients who reach out to Customer Service, owning most of their emails, chats, and phone calls.
• Help clients place orders smoothly: answer their questions, point them to the right options, and make sure the details are right before anything goes out.
• Take on the more complex corporate issues escalated from the rest of the Happiness Squad, including transferred phone calls, chats, and emails.
• Resolve order problems quickly: check for similar or related orders, submit glitch tickets when they are needed, and keep the client and their sales representative updated.
• Join a Zoom call with a corporate client when an issue is easier to resolve live than over email.
• Keep clear notes on every account so the rest of the Happiness Squad and the Sales team can pick up any conversation mid season and know exactly where it stands and update our CRM notes with any relevant notes needed.
• Partner with Sales to keep corporate clients happy and coming back, and escalate high value issues to the Customer Service Manager when they need a decision.
• Flag patterns instead of absorbing them. When the same failure reaches you three times, report it with specifics so it gets fixed.
• Work the holiday calendar: ship deadlines, cutoff dates, and the last week surge, with the schedule flexibility peak season demands.
• Coordinate across Billing, Production, and Shipping via Slack so an order keeps moving without the client having to chase it.
• When Fulfillment flags a delay, partner with the Gift Concierge to decide whether, when and how to notify the client, so they hear it from us first.
• Own the white glove escalation path for corporate order issues. When a Gift Concierge needs immediate support, you prioritize and jump in to assist.

JOB REQUIREMENTS 

• 2 or more years in customer service or account support, ideally serving business or corporate clients.
• Experience owning a client problem end to end, including the ugly ones: what broke, what you did about it, and what the client heard from you and when.
• Fast, dependable responses across email, chat, phone, and internal messages.
• Strong written and verbal communication that is warm, clear, and professional, whether it is an email, a chat, or a phone call; Comfortable joining an occasional client Zoom call during business hours.
  
• Good judgment about when to resolve something yourself and when to escalate it.
• Technically confident. You learn new software quickly, work across several systems at once, and can find the bad row in a two thousand line recipient list.
• A reliable, distraction free home workspace and full availability during scheduled shifts.
• Able to commit through the end of the season, with the schedule flexibility peak season requires, including possibility of some evenings and weekends in December.
• Bachelor’s degree preferred or equivalent professional experience.

• Familiarity with help desk ticketing tools such as Zendesk, Salesforce Service Cloud, Freshdesk, or Gorgias.
• Comfortable using AI tools such as Claude Cowork to research issues, stay organized, and work efficiently.
• Working knowledge of Google Workspace, especially Sheets for recipient lists and data cleanup.
• Familiarity with corporate gifting, ecommerce, promotional products, or order fulfillment is a strong plus.

The hourly range for this role is $20.00-$22.00. Where you land in that range depends on the experience, skills, and strengths you bring.

We're accepting applications until 10/22/2026.

Sugarwish provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.