Level I Support & Services Supervisor

Location: Cincinnati, OH

Department: Client Services

Type: Full Time

Min. Experience: Manager/Supervisor

About Clubessential

Clubessential provides cloud-based software solutions to the private club, university & college athletic markets and is an Inc. 5000 fastest growing company. We are financially backed by Battery Ventures, a top-tier technology investment firm, helping fuel our current and future growth. We are a lean, fast-paced, passionate team of professionals who thrive on delivering exceptional products and service to our clients and teammates. Our dedication to client success through technology innovation, industry expertise, exceptional customer support and beautiful design has helped us attract the business of some of the top clubs and college athletic organizations in the country including Hilton, Trump Golf, Four Seasons, Marriott, Valhalla Golf Club, Congressional Country Club, Pinehurst, Harvard, Brown, Penn State and over 2,400 other clients.

We are looking for a Technical Support Supervisor to join our team, responsible for supervising the day-to-day operation of the Level I Support & Services Team. This position provides a wide variety of challenges and opportunities requiring the use of tools, software, and technology to solve problems across multiple company functions.

Responsibilities

  • Serve as player/coach within Level I support team, responsible for coaching/training, team shift/break/lunch/PTO scheduling, meeting facilitation and ensuring proper workflow
  • First point of contact for Level I support questions/escalations
  • Drives performance of team through motivation, rewards and recognition
  • Overall client experience & satisfaction
  • First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voice mails and emails
  • Provides exceptional Level I Support & Services for all Clubessential products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App
  • Actively listen and assess client needs to provide effective, value-added solutions
  • Demonstrate accomplished understanding of the technical capabilities of our products
  • Troubleshoot and resolve client issues in a timely manner
  • Identify critical support needs and ensure prompt resolution, including "warm," immediate transfers to Level II Support Teams
  • Help coordinate the scheduling of "services" for the Level II Service Teams
  • Document client interaction in CRM
  • On-call time outside of standard business hours may be required

Required Qualifications

  • Intermediate to advanced knowledge of HTML and/or related web programming languages
  • Intermediate to advanced accounting experience or equivalent education
  • Enjoys communicating with clients through multiple channels (phone, email, chat)
  • Passion for mastering new software I technologies
  • Technically savvy with curiosity for how software works
  • Articulate, confident and friendly communication skills
  • Self-motivated team player with a positive outlook and strong work ethic
  • Strong problem-solving and troubleshooting skills
  • Ability to multi-task effectively in a fast-paced environment
  • Bachelor's Degree from a four-year college or university

Preferred Qualifications

  • Private-club/Hospitality Industry experience
  • 1-2 years supervisory experience
  • 2-4 years experience with customer service in a call center environment
  • Utilization of Salesforce Service Cloud or Desk.Com
  • Utilization of Cisco Call Center Systems

Location

4600 McAuley Place, #350

Cincinnati, OH 45226

Benefits

This is a full-time position with competitive benefits. The employment package includes a base salary with excellent earning potential. Clubessential offers full health care and retirement benefits including: 401K with company match, Medical, Dental and Vision Coverage Paid Time-Off, Flexible Spending, Healthcare and Dependent Care spending accounts.

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