Customer Support Specialist (Website - CE)

The Customer Support Specialist I, Website Support provides technical assistance to clients using Clubessential websites and related digital products. This role serves as a frontline resource for troubleshooting website functionality, content display issues, integrations, and data-related concerns while delivering a high-quality client support experience. This position offers a wide variety of challenges and learning opportunities and requires strong troubleshooting skills, foundational knowledge of web technologies, and the ability to communicate technical concepts clearly to non-technical users. 

Responsibilities and Duties 

• Serve as the first point of contact for high-volume client support and service requests via phone, email, chat, and voicemail, managing priorities across live channels 

• Provide level 1 technical support for Clubessential websites and related products 

• Troubleshoot website-related issues including layout, styling, content display, navigation, permissions, and integrations 

• Use foundational knowledge of HTML and CSS to diagnose and resolve front-end website issues 

• Investigate data-related issues using basic SQL queries or reporting tools, when applicable 

• Actively listen to assess client needs and provide effective, value-added solutions 

• Clearly explain technical issues and resolutions to clients with varying levels of technical knowledge 

• Document all client interactions, troubleshooting steps, and resolutions in CRM systems 

• Identify critical support needs and ensure timely resolution, including warm transfers to higher-level support teams when appropriate 

• Maintain working knowledge of product updates, website enhancements, and support best practices 

Qualifications and Experience Required 

• Passion for delivering exceptional service and building positive client relationships across multiple communication channels 

• Technical aptitude with curiosity for how websites and software systems work 

• Foundational knowledge of HTML and CSS, with the ability to troubleshoot and interpret front-end website issues 

• Exposure to SQL or data querying concepts preferred, including the ability to investigate and validate data issues 

• Self-motivated team player with a positive outlook and strong work ethic 

• Strong problem-solving skills, able to think on your feet to troubleshoot issues and guide clients to a resolution 

• Ability to explain technical concepts clearly to non-technical users 

• Articulate, confident, and friendly communication skills 

• Ability to multitask effectively in an energetic, fast-paced environment 

• Proven ability to work effectively across teams, balancing client urgency with internal coordination to ensure accurate and efficient outcomes 

• Ability to multitask and manage priorities effectively in a fast-paced, high-volume support environment 

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Important Notice Regarding Email Communication from Clubessential Holdings

Please be advised that Clubessential Holdings will only contact you using email addresses with the domain name of clubessentialholdings.com.

We have been made aware of attempts to impersonate our company using domains such as clubessentialcareers.com. These emails are not affiliated with Clubessential Holdings and may be part of a scam. We strongly advise against engaging with any correspondence that does not originate from an official clubessentialholdings.com email address.

If you receive a suspicious email or have any questions or concerns, please contact us directly at recruiting@clubessentialholdings.com.

Your security and trust are important to us.