Customer Support Solutions Specialist

About the role

The Customer Support Operations Specialist role is designed to balance frontline customer support excellence with improving specialized functions. This role maintains direct responsibility for ticket resolution while simultaneously coordinating cross-functional needs, identifying solutions, and executing improvements that remove friction for customers and internal teams The goal of this role is to improve time-to-resolution for internal initiatives, increase operational efficiency, and close gaps in customer support processes. Individuals in this role are expected to identify inefficiencies, assist the Supervisor in designing scalable solutions, and help drive adoption of new processes with cross-functional stakeholders. Scope and Range This role operates as both an individual contributor within the ticketing queue and a subject-matter expert for a defined specialization(s). Time allocation will be dependent on seasonality, and intentionally allocated between ticket handling and project work, with expectations flexing based on business needs. Each agent will: Own tickets as assigned and meet defined productivity and quality expectations Own primary specializations or project areas Act as the point person and subject matter expert for identifying gaps, proposing solutions, and delivering results within their specialty Measures of Success Success in this role will be measured across both support execution and process impact, including but not limited to: Support Performance First Response Time (FRT) First Resolution Time (FRT) CSAT / NPS First Contact Resolution Rate QA scores and adherence to support standards Process and Specialization Impact Reduction in frequency of issues or escalations related to owned area(s) On-time delivery of individual contributions to project milestones Assist in adoption and effectiveness of implemented solutions Liaise with cross-functional stakeholders and be held accountable for results Experience & Skills we value: Customer Support Execution Handle customer support tickets across assigned queues while maintaining quality, accuracy, and empathy Resolve complex or ambiguous issues using sound judgment and documented best practices Identify trends, recurring issues, and friction points surfaced through tickets Escalate appropriately to the identified cross-functional stakeholders, Senior Customer Solutions Specialist, and Supervisor Project Ownership & Specialization Each agent will own primary specializations , such as (but not limited to): Organizer, Seller, Buyer experts (Dedicated Agent for Partners, White Glove Service) Onboarding & Agent Enablement (help articles, Looms, macros, decks, documentation) Quality Assurance & Coaching (QA, providing feedback, individual and group coaching) Social & Public-Facing Support Channels (social media, Yelp reviews, BBB) Shipping, Logistics & Supply Chain Processes (claims, replacements, carrier coordination) Within their specialization, agents will: Be the subject matter expert for their assigned customer or internal experience Identify gaps, inefficiencies, or risks through data, agent feedback, and ticket trends Define problem statements and proposed solutions Design and document processes, workflows, or tools Partner with leadership and cross-functional teams (Product, Engineering, Marketing, Shipping, RevOps, etc.) Drive implementation, testing, rollout, and change management Iterate based on results Other Job Functions Continuous Improvement & Customer Advocacy Translate frontline insights into recommendations to the Supervisor Proactively surface customer-impacting issues and operational risks Advocate for both customer experience and agent efficiency Contribute to broader team i

Additional Information

Double Good is a leading fundraising app and best-in-class technology company redefining how youth organizations raise funds for the causes they care about. Teams run short, high-impact fundraisers by selling delicious popcorn through personalized Pop-Up Stores, keeping 50% of every sale. Thousands of schools and teams nationwide use Double Good to raise meaningful funds quickly and easily. Guided by our mission to create joy, Double Good also supports the Double Good Kids Foundation, a 501(c)(3) organization that exists to spark joy for children with special needs and the people who care for them through inclusive experiences and spaces that foster play, connection, and possibility. Double Good has been recognized on the Inc. 5000 list 18 times and ranked No. 13 on Crain's Chicago Business Fast 50 list in 2025, and it continues to grow while staying focused on impact. In recent years, Double Good has seen 40% year over year growth, and we're excited about our future! We're excited about the possibility of you joining our mission. We are looking for a Customer Support Operations Specialist to join our growing team. Location - this is a hybrid role based out of our downtown Chicago office

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