Customer Care Specialist
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Job Description
Customer Care Specialist resolving complex and executive escalations for Granicus, a govtech software provider. Moderating customer communities and coordinating cross-functional case resolution.
Responsibilities:
- Manage and resolve routine and complex customer care requests
- Coordinate case resolution with Technical Support, Product, Engineering, and other internal teams
- Provide advanced support for premium-offering customers and complex issues
- Serve as an escalation point for Customer Care Representatives and Technical Support Representatives
- Manage executive escalations involving Granicus executives or critical customers
- Serve as primary contact for executive customers and advanced support customers
- Build relationships with executive stakeholders and proactively resolve issues
- Moderate Granicus govCommunities discussions and provide expert guidance
- Gather community feedback and identify customer trends and common challenges
- Track and report escalated-case resolution
- Identify systemic issues and advocate for long-term solutions
- Provide internal recommendations based on standard and escalated case trends
- Preserve confidentiality, integrity, and availability of Granicus information assets
- Ensure employee and customer data privacy and complete required privacy training
Requirements:
- 2 years of experience in Customer Care, Technical Support, or Customer Success
- Proven track record in case management and escalation handling
- Strong commitment to exceptional customer service
- Exceptional verbal and written communication abilities
- Experience addressing high-level stakeholders and managing sensitive escalations
- Ability to work cross-functionally with internal teams
- Experience troubleshooting complex issues in fast-paced environments
- Experience managing high-profile or executive customer relationships
- Experience handling escalations and coordinating resolutions across departments
- Familiarity with SaaS products, cloud services, or digital engagement platforms
- Experience identifying and implementing process improvements
- Solution-oriented mindset focused on customer satisfaction
- Ability to manage high-stakes situations with poise
- Deep understanding of customer needs
- Ability to work in shifts between 6am–9pm, Monday–Friday, Central Time
- Responsible for information security and data privacy compliance
- No degree requirement stated; Granicus does not have degree requirements for most roles
Benefits:
- Remote work arrangement
- Employee Resource Groups
- Coffee with Mark sessions with the CEO
- Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting
- Special guest sessions addressing issues impacting employees
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