Customer Care Specialist

Job not on LinkedIn

🔥 17 minutes ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• 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