Customer Care Specialist
Granicus
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Manage customer care requests and coordinate their resolution with internal partner teams
- Handle escalated and complex cases, particularly involving advanced support and executive-level customers
- Manage executive customer relationships, ensuring priority treatment of issues
- Moderate the Granicus govCommunities, addressing complex customer inquiries
- Track and report on the resolution of escalated cases
- Provide insights and recommendations based on trends identified in cases
Requirements
- 2 years of experience in Customer Care, Technical Support, or Customer Success
- Proven track record in case management and escalation handling
- Exceptional communication abilities, both verbal and written
- Experience in addressing high-level stakeholders and managing sensitive escalations
- Strong ability to work cross-functionally with internal teams to resolve cases
- Demonstrated experience in troubleshooting complex issues
- Leadership experience managing high-profile or executive customer relationships
- Familiarity with SaaS products, cloud services, or digital engagement platforms
- Experience in identifying and implementing process improvements to enhance service quality
Benefits
- remote-first company
- globally distributed workforce
- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- training in information security
- privacy training in a timely manner
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
case managementescalation handlingtroubleshootingprocess improvements
Soft skills
communicationcross-functional collaborationleadershipcustomer relationship management