Customer Success Specialist

About the company

SignUpGenius helps people organize and mobilize groups with technology that improves participation, delivers useful insights from data, and makes group coordination easier. The platform supported more than 70 million customers in the past year and is built to help organizations bring people together for events, communication, and community engagement.

The company values respect, growth, innovation, change, and fun, and is known for its supportive team culture. It has also been recognized multiple times as a Best Places to Work employer.

Role overview

SignUpGenius is looking for a Customer Success Specialist to be the first contact for users seeking help. In this position, you will use your organization, communication, and problem-solving skills to create a smooth and positive customer experience. The role suits someone who enjoys teamwork, researching solutions, testing options, and helping customers get the best results from the product.

Responsibilities

• Deliver a positive support experience to a high volume of users across multiple channels.
• Represent the company in a warm, professional, and customer-focused manner.
• Develop strong customer relationships by offering helpful guidance and suggesting more advanced product options when appropriate.
• Reply to questions clearly, accurately, and in writing, and escalate issues when needed.
• Learn and use the software tools needed to provide support, track site issues, and document processes.
• Collect and organize customer feedback about bugs, product improvements, and new feature ideas.
• Share detailed bug and issue reports with the Product and Development teams.
• Test bug fixes, product enhancements, and newly released features thoroughly before and after deployment.
• Assist customers through messaging queues, scheduled support sessions, voicemail responses, and other support channels.
• Lead troubleshooting sessions with customers and guide them toward resolution.
• Support customer onboarding and ongoing training activities.
• Help maintain and improve the company’s documentation knowledge base.

Requirements

• Bachelor’s degree, or equivalent experience that demonstrates readiness for the role.
• At least 2 years of experience in a similar customer-facing position.
• Excellent written and spoken communication skills.
• Ability to explain steps clearly by email and guide users over the phone.
• Experience with Zendesk is an advantage.
• Friendly, approachable style when solving problems with others.
• Ability to work independently and manage priorities effectively.
• Strong troubleshooting ability with a logical, step-by-step approach.
• Good organization and time management skills.
• Self-driven and able to take ownership without constant supervision.
• Comfortable working in a team, whether remotely or on-site.
• Positive, adaptable, and service-oriented attitude.

Terms of employment

This is a full-time remote role. The listed location is remote, US-based. The start date is immediate. Salary is DOE.

Benefits

• Medical, dental, and vision coverage through group health insurance.
• 401(k) matching.
• Life insurance.
• Disability coverage.
• Eight holidays.
• Unlimited paid time off.
• Remote work setup.
• Employee-focused giving program.
• Year-end bonus.
• Professional development opportunities.
• Additional employee benefits.

Application instructions

Applicants should send a resume and cover letter in PDF format to the provided company email address.