Client Support Representative

Campminder•Boulder, CO

2d•$47,500 - $49,500•Remote

About The Position

As a Client Support Representative at Campminder, you’ll help our incredible camp directors, staff, and parents navigate our platform and answer questions whether they call in or submit help tickets. Your mission is to provide world-class support with empathy, humility, and heart. Every day, you’ll learn something new about our platform, clients, and the camp community. You’ll advise and empower clients by providing conscientious, comprehensive, and knowledgeable support. You’ll learn how we approach challenging situations with kindness and ownership at each step of the process through resolution. Your work will enable camps to optimize their business processes in order to spend time creating a positive impact for kids. Before your daily group stand-up meeting, you get a jump on some tickets (support requests from clients) that are in the queue. You quickly prioritize the most urgent and dive in. Using your masterful CRM (Salesforce and Campminder) skills, you zip through them and respond to each client with eloquent and clear instructions that solves their problem and educates them for future cases. During the team stand up, you’ll align on priorities for the day, give and get updates on client cases and interactions, and engage with your fellow CSRs. Back on phones, it’s a breeze for you to walk clients through a solution to their question and you also find a few other features to teach them along the way. You both sign off the call feeling great and you proceed to document relevant notes in our CRM. Calls and tickets continue for the morning. You occasionally check our company Slack to read any new release updates and notes from the team. There are often a few hilarious posts or dog photos your colleagues have shared too. This afternoon you have a 1:1 with your manager where you discuss your personal and professional development, upcoming time off, advice on a challenging case you experienced. After a mix of short, long, simple, and challenging calls and tickets in the afternoon, you sign off feeling confident in your abilities to help our amazing camp clients power through our platform.

Requirements

Has thrived in a role where they directly supported clients for the majority of the day
Understands when it’s time to dig-in and double down based on increased volume and business needs; they work with urgency and drive to rise to the challenge
Seeks out opportunities to help others
Is often the “go-to” friend for technology help because they quickly learn new software/technology and teach it to others
Is able to rapidly think through and solve complex problems
Is able to teach and explain processes clearly and efficiently on the phone and in writing
Remains calm in emotionally charged conversations; is able to imagine themselves in somebody else's shoes and meet them where they are
Proactively looks for more ways to add value, contribute, and keep learning

Responsibilities

Deepen and broaden your understanding of the Campminder platform.
Refine your phone and email communications so they are efficient, empathetic, comprehensive, tactful and clear
Have an eye out for any product or procedural improvements; you take ownership to move that forward or implement with your team
Apply your meticulous attention to detail to help you keep updated and accurate records of relevant information in our customer relationship management (CRM)

Benefits

Wide selection of medical, dental, and vision coverage options (the company's contribution covers 100% of at least one option for each), with $500 HSA match for HSA-compatible plans
Ability to choose where you work - remotely, in the office, or a mix!
A variety of resources to support mental health and emotional well-being
12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and foster care
401(k) with 4% company matching
Trust-Based (flexible) PTO (and yes, we use it!)
$600/year wellness allowance
Company-paid subscriptions, training, and support for using AI professionally and personally.

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