Customer Support Specialist

We’re looking for a Customer Support Specialist with a proven track record in customer support to help take care of our customers during our ongoing global expansion. We have experienced an unprecedented demand for our award-winning solutions, with existing clients like the Queens Chamber of Commerce, Deloitte, Virginia Tech, and others, we have an established network to grow from.

Join a fast-growing, international company with offices in 11 countries and clients in over 60 worldwide.

**Responsibilities**:

- Serve as customer support PoC for all product related incidents within your region
- Collaborate with Training Team to identify and draft public facing content (self-help articles, issue-based communications, etc.)
- Write and maintain all standardized responses for the customer support organization (macros)
- Actively monitor all customer contact points, queues, and service levels
- Develop and maintain action plans for urgent, normal, and high queue conditions
- Ensure that product issues are documented with all details and steps
- Demonstrate expert technical writing skills, ensuring that product support information is disseminated well and easily understood by all ticket taking agents
- Seek out issue trends and 1) escalate issues to appropriate internal teams including investigation and issue recognition 2) ensure that CS teams are given guidance for ticket handling and 3) provide support where needed through mass responses.
- Work closely with Customer Success, QA, Training, and Tech teams to investigate, prioritize, and resolve live issues.
- Internal Data Management and reporting of support issues, trends, priorities, frequencies, etc.

**Job Requirements**:

- BA degree in Communications or Computer Science
- 3+ year of experience in a project focused or analytical role
- 1+ years directly supporting customers within a SAAS company
- Fast-learner with inquisitive mind to ask the necessary questions for best and quickest solution
- Proactive and a self-starter with ability to prioritize your own time and schedule
- Consultant mindset and effective problem-solver with skills for presenting relevant and achievable solutions. Strong analytical and technical troubleshooting skills
- Attention to detail with strong organizational and communication skills (both oral and written).
- Proven track record of succeeding in a fast-paced environment
- Excellent verbal and written communication skills. You will be relied upon to communicate in a technical and fast paced environment.
- Ability to communicate effectively and stay calm while under pressure
- Ability to work independently and as a team
- Being comfortable with Microsoft Office Suite
- Detail-oriented problem-solving approach, and adaptability to change priorities based on need
- Knowledge of or experience with SQL
- Zendesk, Confluence, and JIRA experience preferred, but not mandatory
- ITIL skills a plus
- You’re driven: No one needs to push you to excel; it’s just who you are.
- Eager to learn, adapt, and perfect your work; you seek out help and put it to good use.

**About Glue Up**:
Founded in 2013, Glue Up is an all-in-one engagement management software that transforms the way member organizations operate, manage their members, and grow their organization. Glue Up’s innovative ecosystem of features has modernized the processes of over 1,800 member organizations in over 60 countries. Its suite of products includes Event Management, Member Management, Association Management, Chapter Management, Chamber of Commerce Management, and more.

Glue Up now has offices in the U.S., Canada, LATAM, Australia, Philippines, Hong Kong, Singapore, China, India, and Africa.

**Job Types**: Full-time, Contract

**Education**:

- Bachelor's (required)

**Experience**:

- SaaS: 1 year (required)
- Customer Support: 2 years (required)

**Language**:

- English (required)

Work Location: Remote