{"id":2810245,"url":"https://alion.io/job/ilabs-customer-support-specialist","title":"Customer Support Specialist","company":{"id":4446354,"name":"iLabs","domain":"ilabs.lk","url":"https://alion.io/company/ilabs-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Battaramulla, Sri Lanka"],"countries":["LK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":15000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-18T09:21:39Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-29T14:51:28Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"iLabs is a global software product engineering company headquartered in Sri Lanka, with deep roots in the US Silicon Valley. We deliver world-class solutions in Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries such as fintech, edtech, medtech, martech, and hospitality. Guided by our vision to become a global powerhouse in information technology to push humanity forward we focus on delivering innovative, impactful solutions that empower businesses and create meaningful change in the world.\nWith a global talent network, we build agile remote teams for leading tech companies worldwide, including Silicon Valley pioneers. Our in-house ventures include Cloud of Goods, a fast-growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses.\nAt iLabs, were on a mission to advance lifestyles through technology and empower our partners to scale smarter and faster. Our culture is driven by creativity, innovation, ownership, teamwork, and global impact; giving you the opportunity and freedom to challenge the norm, spark change, and make a real difference.\nIf you are ready to break boundaries and create your defining moment, were here to make it happen. Be part of something bigger. Join iLabs.\nAbout the role\nWe are looking for Customer Support Specialist who are passionate about delivering outstanding service and creating memorable customer experiences. You will be the voice and heart of Cloud of Goods, managing customer inquiries, resolving issues, and collaborating with partners to ensure smooth order fulfillment.\nResponsibilities\nProvide accurate, valid and complete information by using the right methods/tools\n\nHandling inbound/outbound phone calls, emails and live chats from online customers\n\nHandle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution\n\nProactively identify service challenges and escalate them appropriately to ensure quick turnaround.\n\nSupport the teams overall goal of maximizing customer satisfaction and retention through empathetic and solution-oriented communication.\n\nKeep records of customer interactions, process customer accounts and file documents\n\nPromote suitable rental options and upsell products or services based on customer needs and preferences\n\nAdhere to company policies, quality standards, and SLAs related to call handling and response times.\n\nTake the extra mile to engage customers\n\nShifts: 12 hour shifts with recurring 3 or 4 days off per week (USA Times)\nRequirements\nVery good phone etiquette\n\nExcellent command of English (written and oral) is a must\n\n1 - 2 years of experience in customer service, tele sales, or inside sales (BPO or e-commerce background preferred).\n\nDemonstrated proficiency in typing and grammar\n\nKnowledge of relevant software computer applications and equipment\n\nExperience with handling web chat\n\nBasic knowledge of US geography\n\nPrior experience with US based customers is a plus\n\nHigh level of empathy, patience, and problem-solving ability.\n\nComfortable working night shifts (to align with U.S. time zones).","description_format":"text","description_chars":3122,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-18T09:21:39Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.851,"p_room":0.9,"age_days":10,"expected_fill_days":21,"reasons":["conf:3","velocity","win:mid","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/ilabs-customer-support-specialist","json_url":"https://alion.io/job/ilabs-customer-support-specialist.json","meta":{"generated_at":"2026-10-29T19:06:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28404,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4446354},"rest":"https://alion.io/mcp/rest/get_company?id=4446354"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Filabs-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Filabs-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Filabs-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ilabs-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Filabs-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2810245}},{"tool":"search_jobs","arguments":{"company":"ilabs.lk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2810245},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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