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Customer Care Specialist

Charlotte, North Carolina

About the Role 

As a Customer Care Specialist at Quilt, you’ll help power our mission to support Main Street businesses with exceptional care and attention. You’ll be the customer's first touchpoint—answering calls and emails, resolving issues, and ensuring they feel supported throughout their journey. You'll be empowered to own customer relationships, escalate appropriately, and execute with precision to deliver a top-notch customer experience. 

What You’ll Do 

  • Provide exceptional service — Handle inbound calls and emails with empathy, clarity, and efficiency.
  • Triage and prioritize — Assess incoming requests to determine their urgency and route them to the correct team or process.
  • Manage billing inquiries — Resolve customer billing and invoice questions accurately and professionally.
  • Execute SOPs flawlessly — Follow standard operating procedures to maintain consistency across all interactions.
  • Coordinate escalations — Schedule Tier 2 support calls and follow through to ensure timely and seamless issue resolution. 

What You’ll Bring 

  • Prior experience in customer service, technical support, or related frontline roles.
  • Strong communication skills—both written and verbal—and a customer-focused mindset.
  • High attention to detail and ability to follow structured processes (SOPs).
  • Proficiency with CRM or ticketing tools and comfort adapting to new systems.
  • Ability to work in a fast-paced, collaborative environment with evolving priorities. 

Why You’ll Love Working Here 

  • Meaningful impact: You’ll make a real difference for specialty retailers backed by Quilt’s mission.
  • Continuous learning: Grow your skill set across billing, triage, and escalation coordination.
  • Growth opportunities: Many in Customer Care advance into Tier 2, management, or cross-functional roles.
  • Great culture: Join a team recognized for friendliness, culture, and fostering positive employee experiences.

What We Offer

  • Comprehensive benefits package including medical, dental, and vision coverage.
  • 401 (k) Opportunity with Company Match
  • Opportunities for career growth and advancement within a rapidly growing company.
  • 15 days of PTO, plus 10 Paid Holidays, Paid Volunteer Day
  • Paid Parental Leave
  • Ongoing training and professional development initiatives.

Salary: $40,000-$45,000
Location: Charlotte, NC, Hybrid

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.  

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving! 

 

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