Full-Time Customer Care Specialist

As a Customer Care Specialist at Granicus, you will be responsible for managing customer care requests and coordinating their resolution with internal partner teams. Your role will extend beyond day-to-day support to include handling escalated and complex cases, particularly those involving our advanced support offerings and executive-level customers. This dual focus will allow you to address the needs of both standard customer care and high-stakes executive escalations.

You will also play a pivotal role in managing executive customer relationships, ensuring that issues raised by Granicus executives or key customers receive priority treatment and resolution. Additionally, as part of our commitment to enhancing customer experiences, you will moderate the Granicus govCommunities, contributing to community engagement and knowledge sharing while addressing complex customer inquiries.

What your impact will look like here

• Handle and resolve customer care requests, ensuring timely and satisfactory outcomes for both routine and complex cases.
• Coordinate with internal teams, including Technical Support, Product, and Engineering, to drive the resolution of customer cases.
• Provide advanced support for customers subscribed to our premium offerings or dealing with complex issues.
• Act as a key escalation point for Customer Care Representatives and Technical Support Representatives, addressing high-impact and executive-level cases.
• Manage executive escalations, ensuring swift responses and effective resolutions for cases that involve Granicus executive members or critical customers.
• Collaborate with cross-functional teams to handle escalated cases, leveraging resources across the organization to resolve issues efficiently.
• Serve as the primary contact for executive customers, ensuring their issues are handled with the highest priority and care.
• Foster strong relationships with key executive stakeholders and advanced support customers, ensuring open lines of communication and proactive issue resolution.
• Moderate discussions in the Granicus govCommunities, providing expert guidance and support to customers seeking solutions.
• Engage with the community to gather feedback and identify trends or common challenges faced by customers, using this information to suggest process improvements.
• Track and report on the resolution of escalated cases, identifying systemic issues and advocating for long-term solutions.
• Provide insights and recommendations to internal teams based on trends identified in both standard and escalated cases.

You will love this job if you have

• 2 years of experience in Customer Care, Technical Support, or Customer Success, with a proven track record in case management and escalation handling.
• A strong commitment to delivering exceptional customer service, with the ability to manage complex cases and advocate for customers.
• Exceptional communication abilities, both verbal and written, with experience in addressing high-level stakeholders and managing sensitive escalations.
• Strong ability to work cross-functionally with internal teams to resolve cases and escalate issues as needed.
• Demonstrated experience in troubleshooting complex issues and providing solutions in fast-paced environments.
• Leadership Experience: Experience managing high-profile or executive customer relationships, handling escalations, and coordinating resolutions across departments.
• Familiarity with SaaS products, cloud services, or digital engagement platforms.
• Experience in identifying and implementing process improvements to enhance service quality and customer satisfaction.
• A forward-thinking, solution-oriented mindset with a strong focus on improving customer satisfaction.
• Ability to manage high-stakes situations with poise, ensuring swift and thoughtful responses to executive escalations.
• A deep understanding of customer needs, with the ability to act as both a case manager and advocate for the customer experience.