Client Support Specialist

About the role

The Client Support Specialist provides frontline technical and customer support for MyClubHub users. This role focuses on triaging cases, resolving Tier 1 issues, and assisting with standard Tier 2 cases to ensure Clubs gain full value from the platform.

Responsibilities

• Serve as the first point of contact during assigned triage shifts by reviewing, categorizing, and assigning inbound cases.
• Resolve Tier 1 and basic Tier 2 support issues related to MyClubHub and associated Salesforce functionality.
• Escalate complex Tier 2 and above issues, as well as high-impact issues, to senior client support specialists or management as needed.
• Maintain timely, professional, and empathetic communication with Clubs to support customer confidence and satisfaction.
• Document troubleshooting steps, case updates, and resolutions in the ticketing system according to established processes.
• Identify recurring support issues and suggest new or updated content for the online knowledge base.
• Report common issues, process gaps, or training documentation needs to support continuous improvement.
• Operational / Management Responsibilities: Support regular triage coverage and assigned support shifts to help meet team service level expectations. Assist with urgent support needs during designated after-hours support windows, as assigned. Participate in cross-functional project teams, pilots, or operational improvement efforts as required. Manage time effectively across daily support responsibilities, case follow-up, documentation, and project work.
• Additional Responsibilities: Perform other duties as assigned by the Client Support Manager. Demonstrate BGCA mission-driven values of integrity, excellence, and inclusion, and integrate those values into daily work and ways of working. Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy, and other applicable policies. Contribute to an approachable, collaborative, and solutions-oriented work environment. Exercise sound judgment and deal effectively with ambiguity when troubleshooting issues or supporting Clubs.

Qualifications

• Bachelor’s degree preferred.
• Minimum of 2 years of client support, customer support, or related experience required.
• Additional administrative or technical support experience preferred.
• Minimum 1 year of Salesforce administration experience preferred.
• Strong written and verbal communication skills.
• Ability to communicate with Clubs in a timely, professional, and empathetic manner.
• Solid understanding of relational databases and data best practices.
• Working knowledge of Salesforce administration; Salesforce Administrator certification preferred.
• Familiarity with MyClubHub or similar CRM/platform-based systems preferred.
• Proficiency with Microsoft Office Suite, particularly Excel.
• Ability to document support activity clearly and consistently in a ticketing system.
• Ability to identify recurring issues and recommend improvements to support resources or processes.
• Ability to work under time pressure, manage competing priorities, and use sound judgment.
• High energy level and comfort balancing day-to-day support activity with project-based work.

Skills, Knowledge & Abilities

• Technical Troubleshooting: Quickly identifies issues, analyzes root causes, and implements effective solutions while escalating more complex issues when appropriate.
• Case Triage and Prioritization: Communicates clearly and effectively with customers and internal stakeholders, ensuring information is accurate, concise, and easy to understand.
• Customer Support and Service Orientation: Provides timely, professional, and solution-oriented support while delivering a positive customer experience and building strong relationships with users.
• Time Management & Prioritization: Effectively manages multiple requests, prioritizes workload, and meets service level commitments in a fast-paced environment.
• Collaboration: Works effectively with teammates and cross-functional partners to resolve issues, share knowledge, and support common goals.
• Continuous Learning: Actively seeks opportunities to expand technical knowledge, improve processes, and adapt to system updates and evolving customer needs.

Pay

The salary range for this role is $65,000 to $75,000. BGCA takes into consideration a combination of a candidate’s education, training and experience, as well as the position's scope and complexity, the discretion and latitude required for the role and other external and internal data when establishing a salary level.