Customer Support Solutions Specialist

Double Good • Elmhurst, NY

4d • Onsite

About The Position

Double Good is a leading fundraising app and technology company that helps youth organizations raise funds by selling popcorn. The Customer Support Solutions Specialist role is designed to balance frontline customer support excellence with improving specialized functions. This role maintains direct responsibility for ticket resolution while simultaneously coordinating cross-functional needs, identifying solutions, and executing improvements that remove friction for customers and internal teams. The goal of this role is to improve time-to-resolution for internal initiatives, increase operational efficiency, and close gaps in customer support processes. Individuals in this role are expected to identify inefficiencies, assist the Supervisor in designing scalable solutions, and help drive adoption of new processes with cross-functional stakeholders. This role operates as both an individual contributor within the ticketing queue and a subject-matter expert for a defined specialization(s). Time allocation will be dependent on seasonality, and intentionally allocated between ticket handling and project work, with expectations flexing based on business needs.

Requirements

• 2+ years of customer support or customer-facing operations experience
• Proven ability to manage tickets independently while meeting performance benchmarks
• Demonstrated experience identifying and advocating for process improvements or operational initiatives
• Strong problem-solving and analytical skills
• Excellent written and verbal communication skills
• Comfort working cross-functionally
• Ability to prioritize competing demands and manage time effectively
• Current authorization to work in the United States. We do not provide visa sponsorship, including support for F-1 Optional Practical Training (OPT), STEM OPT extensions, or other temporary work authorization programs.

Nice To Haves

• Familiarity with process mapping, SOP documentation, or change management
• Prior experience with cross-functional groups and collaborative problem solving
• Prior exposure to automation, QA programs, training enablement, or product operations

Responsibilities

• Own tickets as assigned and meet defined productivity and quality expectations
• Own primary specializations or project areas
• Act as the point person and subject matter expert for identifying gaps, proposing solutions, and delivering results within their specialty
• Handle customer support tickets across assigned queues while maintaining quality, accuracy, and empathy
• Resolve complex or ambiguous issues using sound judgment and documented best practices
• Identify trends, recurring issues, and friction points surfaced through tickets
• Escalate appropriately to the identified cross-functional stakeholders, Senior Customer Solutions Specialist, and Supervisor
• Be the subject matter expert for their assigned customer or internal experience
• Identify gaps, inefficiencies, or risks through data, agent feedback, and ticket trends
• Define problem statements and proposed solutions
• Design and document processes, workflows, or tools
• Partner with leadership and cross-functional teams (Product, Engineering, Marketing, Shipping, RevOps, etc.)
• Drive implementation, testing, rollout, and change management
• Iterate based on results
• Translate frontline insights into recommendations to the Supervisor
• Proactively surface customer-impacting issues and operational risks
• Advocate for both customer experience and agent efficiency
• Contribute to broader team initiatives and cross-functional projects
• Communicate project status, risks, and outcomes clearly and consistently
• Maintain accurate documentation for owned processes and tools
• Support peer enablement by sharing learnings, best practices, and updates
• Participate in team meetings, retrospectives, and planning sessions

Benefits

• Competitive compensation & benefits plan
• Base Pay range for this position: $40,000 - $56,000 annually
• Target Annual Bonus: 10% of base salary
• Medical, dental and vision coverage with plans that can fit each teammate’s needs
• Immediate vesting in our 401k plan
• Paid time off
• Company-paid leaves
• Popcorn Allowance (free popcorn)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed