Customer Care Specialist

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

As a Customer Care Specialist at Granicus, you will be responsible for managing customer care requests and coordinating their resolution with internal partner teams. Your role will extend beyond day-to-day support to include handling escalated and complex cases, particularly those involving our advanced support offerings and executive-level customers. This dual focus will allow you to address the needs of both standard customer care and high-stakes executive escalations. You will also play a pivotal role in managing executive customer relationships, ensuring that issues raised by Granicus executives or key customers receive priority treatment and resolution. Additionally, as part of our commitment to enhancing customer experiences, you will moderate the Granicus govCommunities, contributing to community engagement and knowledge sharing while addressing complex customer inquiries. This role requires employees to be able to work in shifts. The following shifts are available between 6am-9pm (M-F) Central time.

• Handle and resolve customer care requests, ensuring timely and satisfactory outcomes for both routine and complex cases.
• Coordinate with internal teams, including Technical Support, Product, and Engineering, to drive the resolution of customer cases.
• Provide advanced support for customers subscribed to our premium offerings or dealing with complex issues.
• Act as a key escalation point for Customer Care Representatives and Technical Support Representatives, addressing high-impact and executive-level cases.
• Manage executive escalations, ensuring swift responses and effective resolutions for cases that involve Granicus executive members or critical customers.
• Collaborate with cross-functional teams to handle escalated cases, leveraging resources across the organization to resolve issues efficiently.
• Serve as the primary contact for executive customers, ensuring their issues are handled with the highest priority and care.
• Foster strong relationships with key executive stakeholders and advanced support customers, ensuring open lines of communication and proactive issue resolution.
• Moderate discussions in the Granicus govCommunities, providing expert guidance and support to customers seeking solutions.
• Engage with the community to gather feedback and identify trends or common challenges faced by customers, using this information to suggest process improvements.
• Track and report on the resolution of escalated cases, identifying systemic issues and advocating for long-term solutions.
• Provide insights and recommendations to internal teams based on trends identified in both standard and escalated cases.

• 2 years of experience in Customer Care, Technical Support, or Customer Success, with a proven track record in case management and escalation handling.
• A strong commitment to delivering exceptional customer service, with the ability to manage complex cases and advocate for customers.
• Exceptional communication abilities, both verbal and written, with experience in addressing high-level stakeholders and managing sensitive escalations.
• Strong ability to work cross-functionally with internal teams to resolve cases and escalate issues as needed.
• Demonstrated experience in troubleshooting complex issues and providing solutions in fast-paced environments.
• Leadership Experience: Experience managing high-profile or executive customer relationships, handling escalations, and coordinating resolutions across departments.
• Familiarity with SaaS products, cloud services, or digital engagement platforms.
• Experience in identifying and implementing process improvements to enhance service quality and customer satisfaction.
• A forward-thinking, solution-oriented mindset with a strong focus on improving customer satisfaction.
• Ability to manage high-stakes situations with poise, ensuring swift and thoughtful responses to executive escalations.
• A deep understanding of customer needs, with the ability to act as both a case manager and advocate for the customer experience.

Don't have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.