Customer Care Specialist

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Oversee and address both standard and intricate customer care inquiries.

• Collaborate with Technical Support, Product, Engineering, and other internal departments to resolve cases.

• Deliver advanced assistance to premium customers and tackle complex issues.

• Act as an escalation point for Customer Care Representatives and Technical Support Representatives.

• Handle executive escalations involving Granicus executives or critical clients.

• Be the primary contact for executive customers and those requiring advanced support.

• Cultivate relationships with executive stakeholders and proactively address concerns.

• Facilitate discussions in Granicus govCommunities and offer expert advice.

• Collect community feedback to identify customer trends and recurring challenges.

• Monitor and report on the resolution of escalated cases.

• Recognize systemic issues and advocate for sustainable solutions.

• Provide internal recommendations based on trends in standard and escalated cases.

• Safeguard the confidentiality, integrity, and availability of Granicus information assets.

• Ensure the privacy of employee and customer data and complete necessary privacy training.

⛳️ Requirements

• Minimum of 2 years’ experience in Customer Care, Technical Support, or Customer Success.

• Demonstrated success in case management and handling escalations.

• Strong dedication to delivering outstanding customer service.

• Excellent verbal and written communication skills.

• Experience engaging with high-level stakeholders and managing sensitive escalations.

• Capability to work collaboratively across internal teams.

• Proven experience in troubleshooting complex issues within fast-paced environments.

• Background in managing relationships with high-profile or executive customers.

• Proficient in handling escalations and coordinating resolutions across various departments.

• Familiarity with SaaS products, cloud services, or digital engagement platforms.

• Experience in identifying and implementing process enhancements.

• Solution-oriented approach with a focus on customer satisfaction.

• Ability to maintain composure in high-stakes situations.

• In-depth understanding of customer needs.

• Availability to work shifts between 6am–9pm, Monday–Friday, Central Time.

• Responsible for ensuring compliance with information security and data privacy regulations.

• No formal degree requirement; Granicus does not enforce degree prerequisites for most positions.

🏝️ Benefits

• Flexible remote work arrangement.

• Access to Employee Resource Groups.

• Opportunity for informal sessions with the CEO during "Coffee with Mark."

• Participation in Microsoft Teams communities dedicated to wellness, art, pets, family, and parenting.

• Special guest sessions focusing on issues relevant to employees.