Camp Strategy

Customer Support

• Assist software customers during scheduled software support hours
• Work with campground and resort staff on inbound call/email/chat questions
• Become a master of the ‘ins and outs’ of the Campspot reservation software
• Courteously share expertise with campground management and staff via phone, email, and remote desktop demonstration

Software Customer Support Specialist

Learning and Development

• Maintain and update the Campspot Knowledge Base, ensuring all product documentation is accurate, up-to-date, and easy to navigate.
• Create new documentation, guides, and FAQs to support customers and internal teams.
• Collaborate with product and support teams to proactively update resources based on software updates and customer feedback.
• Manage and expand the Campspot Certification Program, empowering customers with deep product knowledge.
• Develop training modules and assessments to certify users on Campspot software best practices.
• Monitor certification progress and continuously enhance the program based on user feedback and industry trends.
• Host routine webinars for park operators, providing valuable insights on product updates, new features, and best practices.
• Create and manage engaging, interactive learning sessions or materials that drive customer success and satisfaction.
• Manage and oversee Pendo as it relates to product learning and feature and educational information and announcements.
• Work cross-functionally with marketing, product, and support teams to ensure training content aligns with Campspot’s evolving features.
• Develop and maintain an internal training program for onboarding new hires and enhancing product knowledge among existing employees.
• Collaborate with department leads to create tailored learning paths for different roles.
• Organize regular training sessions, workshops, and refresher courses to keep teams up to date.

Learning & Development Specialist

Manager

• Incubating and launching new ancillary revenue lines from scratch
• Providing critical operational capacity to the Leadership Team on ambiguous, high-priority projects
• Launch the Services Pilot: Immediate ownership of our "Customer Support as a Service" pilot for campgrounds. You will validate the P&L, define the operational mechanics, and prove the model.
• Assess and launch subsequent ancillary revenue opportunities
• Build these pilots to maturity, creating the playbooks required to eventually hand them off to functional owners or scale them into standalone business units.
• Act as a utility player for the CEO and LT, stepping in to lead cross-functional initiatives that fall between departments or require immediate, high-level attention.
• Ensure the business never misses a beat by providing coverage and support for key leadership functions during capacity crunches or transition periods.
• Drive strategic planning cadences and ensure complex projects are moving forward across Finance, Operations, and Product.

Senior Manager, Strategic Initiatives

Operations

• Lead, coach, and develop the Customer Support team, including managers and frontline support staff
• Foster a customer-first culture focused on empathy, accountability, and continuous improvement
• Research and implement new tools, including AI, to improve efficiency and customer experience
• Manage relationships with vendor service providers
• Develop planning forecast and match with staffing needs
• Identify key bottlenecks and gaps across customer journey
• Collaborate with Product to prioritize bug resolution
• Analyze customer feedback to surface themes with broader product and strategy implications
• Implement omni-channel monitoring and escalation across owned and public touchpoints
• Manage QA of support interactions and investigate process breakdowns
• Directly manage high-sensitivity service escalations
• Partner with HR and leadership on hiring, onboarding, performance management, and career development
• Own the day-to-day operations of Customer Support, ensuring consistent, high-quality service delivery
• Design, implement, and refine scalable support processes and workflows
• Identify inefficiencies and drive process improvements to enhance productivity and customer outcomes
• Define, track, and report on key customer support metrics (e.g., response times, resolution times, ticket volume)
• Use data and insights to identify trends, guide decision-making, and drive measurable improvements
• Establish clear performance goals and accountability across the team
• Serve as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholders
• Partner cross-functionally to address root causes of customer issues and improve the end-to-end customer journey
• Support major initiatives, product launches, and change management efforts impacting customers

Director, Customer Operations

Frontend Engineer

• Develop and implement a fully custom Block CMS theme and template tailored specifically for campground businesses.
• Ensure the designs align with branding and industry best practices.
• Ensure that all templates are mobile-friendly and responsive, providing an optimal viewing experience on all devices.
• Design and improve the user interface and user experience, focusing on features to enhance online booking through Campspot.
• Implement SEO-friendly code and structure to ensure campground websites are optimized for search engines and easy to find by potential customers.
• Provide ongoing maintenance and updates to templates as needed, including bug fixes, security patches, and updates to ensure compatibility with the latest version.
• Work closely with Campspot’s supply team to translate the client’s vision into a functioning website.

Software Customer Support Specialist

Learning & Development Specialist

Senior Manager, Strategic Initiatives

Director, Customer Operations

Contract Web Developer