Client Success Specialist

🚨 Now Hiring: Client Support Specialist (Full Time) 🚨

Location: Remote (U.S. residents only)

Schedule: Full-time, Monday-Friday, Pacific Time coverage
Compensation: Competitive, based on experience. Includes health, vision, dental insurance, PTO, and 401(k).

About RumbleUp

RumbleUp is a leading SaaS platform in the organizational texting space, helping campaigns, nonprofits, and organizations connect directly with their audiences through scalable peer-to-peer and broadcast messaging. Our clients rely on our platform to mobilize supporters, conduct polling and surveys, and drive real-world action.

Our team is client-focused, collaborative, and highly communicative. During peak seasons—especially in the political and polling space—our work moves quickly and has real impact. Our team culture is built around obsessing over our clients, grabbing an oar, raising the bar, and owning it! We pride ourselves on providing exceptional support and empowering our clients to succeed by winning attention. 

About the Role

We are looking for a highly accountable, detail-oriented Client Support Specialist to join our fast-paced support team.

This is not a traditional “customer service” role. We are looking for someone who genuinely enjoys troubleshooting technical issues, investigating problems, identifying patterns, and helping clients resolve platform-related challenges quickly and professionally.

In this role, you will manage support tickets, troubleshoot messaging and platform issues, document findings clearly, communicate with clients professionally, and collaborate with internal teams to drive resolution.

The ideal candidate is someone who:

• enjoys solving problems
• stays calm under pressure
• communicates clearly
• takes ownership
• can manage multiple priorities simultaneously
• thrives in a high-volume support environment

This role is heavily focused on ticket management, troubleshooting, investigation, documentation, and operational execution.

If you dislike repetitive troubleshooting, fast-moving queues, detailed investigations, or high accountability metrics, this role will not be a fit.

✅ What You’ll Do

• Manage inbound support tickets through Zendesk
• Troubleshoot client-reported technical and messaging issues
• Investigate delivery problems, registration issues, segmentation concerns, platform behavior, and account configuration errors
• Gather detailed information and reproduce reported issues
• Clearly document troubleshooting steps and findings
• Escalate issues appropriately with complete context
• Communicate professionally with clients during high-pressure situations
• Maintain accurate ticket updates and internal notes
• Identify trends, recurring issues, and process improvement opportunities
• Collaborate with Client Success, Registration, Messaging Ops, and Product teams
• Assist clients with platform functionality and best practices
• Prioritize urgent issues while balancing ongoing ticket workload

💼 Required Experience

• 2+ years of technical troubleshooting or technical support experience
• 2+ years working in a ticket-based support environment
• Experience managing multiple support cases simultaneously
• Experience troubleshooting software/platform-related issues
• Strong written communication skills
• Ability to explain technical concepts clearly to non-technical users
• Experience documenting troubleshooting steps thoroughly
• Ability to work independently in a remote environment
• Strong organizational skills and attention to detail

💼 Preferred Experience

• Zendesk experience
• Slack experience
• HubSpot experience
• Google Sheets experience
• SaaS support experience
• Messaging/SMS platform experience
• Experience with RumbleUp platform

🧩 Work Schedule:

• 📍 Monday-Friday work week -
• - Pacific:           9am to 5pm 
• - Mountain:       10am to 6pm 
• - Central:            11am to 7pm 
• - Eastern:            12pm to 8pm
  
• Remote work – Any US time zone is acceptable if the hours can be maintained
  

📊 What Success Looks Like

• Response Time: Average first response time under 30 minutes during working hours
• Customer Satisfaction: Maintain a 95%+ positive rating on tickets you own
• Resolution Time: Resolve tickets within an average of 4 hours
• Documentation & Follow-Through: Maintain thorough documentation and consistent follow-through on all assigned tickets
• Ownership: Take full ownership of issues through resolution, including escalations and client communication
• Prioritization: Effectively prioritize and manage multiple issues during high-volume support periods
  

🚀 This Role Is Best For Someone Who: 

• Likes solving technical problems 
• Enjoys troubleshooting and investigation work 
• Works well under pressure 
• Can manage repetitive operational tasks with consistency 
• Communicates professionally and clearly 
• Takes ownership instead of waiting for direction 
• Can adapt quickly in a fast-moving environment 
• Understands urgency and accountability 

🚫 This Role Is NOT Best For Someone Who: 

• Dislikes repetitive troubleshooting 
• Prefers relationship/account management over operational support 
• Needs constant direction 
• Struggles with organization or prioritization 
• Has difficulty handling multiple ongoing issues simultaneously 
• Avoids accountability metrics 
• Becomes overwhelmed in fast-paced environments 

If you’re someone who enjoys solving problems, troubleshooting issues, and owning outcomes in a high-accountability support environment, we’d love to hear from you.