Senior Client Support Specialist

Ticketure

5d • Remote

About The Position

We are looking for a highly capable, client-focused professional who thrives in a dynamic SaaS environment and brings both technical depth and strong business judgment to their work. This individual operates as a trusted advisor to clients, someone who can navigate complexity, solve problems independently, and drive meaningful outcomes. You bring a strong understanding of how software platforms support real-world operations and can translate technical functionality into clear, actionable guidance for clients. You are comfortable working across teams, influencing outcomes, and ensuring that client needs are balanced with platform capabilities and business priorities. Success in this role requires the ability to manage multiple priorities, lead through ambiguity, and take ownership of both routine support and complex, non-standard initiatives. You are equally effective diagnosing issues, guiding clients through solutions, and contributing insights that improve the product and overall client experience.

You are a proactive problem-solver who enjoys digging into complex challenges and seeing them through to resolution. You communicate clearly and confidently, whether you’re guiding a client through a configuration, documenting a solution, or collaborating with Product and Engineering teams. You have a strong sense of ownership and operate with a high degree of autonomy, knowing when to act independently and when to escalate. You are detail-oriented and methodical in your approach, ensuring that issues are fully understood, documented, and resolved effectively. You build trust quickly with clients and colleagues through responsiveness, reliability, and thoughtful guidance. You’re comfortable mentoring others, sharing knowledge, and raising the bar for team performance. You’re also naturally curious, eager to learn new features, understand client use cases, and identify opportunities to improve processes, tooling, and the overall client experience. Most importantly, you care about delivering outcomes that drive client success, platform adoption, and long-term value.

The Senior Client Support Specialist serves as a subject-matter expert and strategic advisor for Ticketure clients, responsible for comprehending the ticketing market, managing complex configurations, resolving escalated and routine service issues, and coordinating cross-functional solutions that support client adoption, retention, and operational efficiency. This role exercises independent judgment in determining how client needs are addressed, balancing platform capabilities, business objectives, and operational priorities. In addition to leading complex and non-standard initiatives, the role also provides direct client guidance and support as part of a broader advisory and operational function. The position operates with a high degree of autonomy and reports to the Director, Client Support.

Requirements

• Bachelor’s degree in Business, Operations, Information Systems, or a related field or equivalent combination of education and relevant experience.
• 4+ years in SaaS client services, operations, technical support, or a related business operations role with demonstrated autonomy.
• Hands-on experience with HTML, CSS, JS - ability to read, interpret, and summarize code and error logs.
• A willingness to take on new technologies and solutions, assisting in generating user documentation for configuration and usage.
• A Customer first focused mentality, with a dedication to providing great customer service and solutions.
• Ability to evaluate complex, non-routine service and operational issues and determine appropriate courses of action aligned with business objectives.
• Ability to assess service workflows, client configurations, and recurring issues to identify root causes and improvement opportunities.
• Ability to develop, document, and refine operational processes, standards, and escalation frameworks.
• Ability to clearly articulate recommendations, risks, and trade-offs to cross-functional stakeholders.
• Ability to drive alignment and outcomes across teams without direct authority.
• Strong understanding of SaaS platforms and the operational implications of product changes.

Responsibilities

• Provide guidance and detailed instruction to clients on effective use of the Ticketure platform, tailoring recommendations to client goals and operational context.
• Assist in diagnosing issues arising from system bugs, functionality limitations, or configuration challenges, and determine appropriate resolution or escalation paths.
• Build and maintain strong client relationships through prompt and detailed response to customer inquiries, follow-ups on active items, and ongoing operational guidance.
• Independently prioritize client needs and requests based on impact, urgency, and business significance, following proper escalation policies based on priority.
• Maintain comprehensive working knowledge of the Ticketure platform, including new software updates, feature releases, and operational impacts.
• Mentor fellow Client Support Specialist team members, providing the coaching and technical oversight in areas where knowledge may be lacking.
• Generate detailed customer facing documentation around features learned, resolutions provided to solutions, publishing those documents in a Knowledge Base.
• Support continuous improvement initiatives by identifying opportunities to enhance workflows, tooling, and service consistency.
• Evaluate risks to client satisfaction, platform adoption, or operational performance and recommend mitigation strategies aligned with business objectives.
• Provide actionable feedback and insights to Product teams based on client usage patterns, recurring issues, and operational observations.
• Work closely with Product and Client Success teams to ensure clients are informed of new features and that configurations and communications align with operational best practices.
• Partner with the Onboarding team to assist with new client onboarding tasks including training and specialized configuration tasks during the "go-live" phase.
• Communicate complex issues clearly and confidently, partnering with customers to gather precise reproduction steps and document product feedback. Capture supporting evidence (e.g., screenshots, videos) and synthesize findings into structured, actionable insights for Engineering and Management teams.

Benefits

• Base annual salary range of $75,000 - $90,000 est. annually, commensurate with experience.
• Annual bonus based on performance and company success
• Equity incentive
• 100% paid medical, dental and vision benefits for employee and dependents
• Company-paid life insurance
• Traditional and Roth 401k plans
• Paid parental leave for eligible employees
• Education assistance
• Learning & development opportunities
• Flexible scheduling
• One-time home office stipend
• Generous PTO and holiday schedule
• Remote work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior