[Hiring] Solutions Specialist @ModSquad

Role Description

This role lives at the intersection of technology, process, and human experience. You’ll dig into client workflows, identify what’s really broken, design the right fix — and then make sure it actually lands. Some days that’s configuring a CX platform. Some days it’s building an AI-powered workflow. Often it’s both.

What You’ll Do

• Solve for clients: Dig into workflows, pain points, and goals — then design and ship solutions that fit how teams actually work.
• Own the lifecycle: Support implementation from requirements gathering through configuration, testing, and go-live — keeping clients informed every step of the way.
• Be the calm in the change: Run working sessions, deliver hands-on training, and shepherd real adoption across organizations — including the folks who didn’t ask for any of it.
• Leave behind something useful: Create clear, practical documentation — playbooks, workflow diagrams, implementation guides — that clients keep using long after the engagement wraps.
• Think in systems, not band-aids: Spot friction and solve the root cause, not just the symptom. Design for scale.
• Stay endlessly curious: Keep up with new platforms, AI tools, automation, and CX innovation — and bring the good stuff back to sharpen what we deliver.

Qualifications

• Curiosity that goes beyond the job description — you explore new tools for fun and have real instincts for where tech fits (and where it absolutely doesn’t).
• Genuine empathy — you think about how change feels for the people living through it, and you can guide someone through resistance with patience and clarity.
• Fluency in tech-meets-process — show you a workflow and you’ll see where it breaks, where it drags, and whether AI would genuinely help or just add noise.
• Experience working directly with clients or customers — support, success, implementation, or something adjacent.
• The ability to translate between a skeptical exec and a front-line team, with equal ease on both ends.
• Conceptual comfort with APIs, integrations, and automation. Hands-on time with Zapier, Make, or similar no-code/low-code tools is a plus.
• A strong foundation in SaaS administration, cross-platform integrations, and CX platforms (Zendesk, Zoom, or similar).
• Dependability — you juggle multiple engagements, follow through without being chased, and flag issues early.
• Resourcefulness — here, the playbook often doesn’t exist yet, and you’re okay with that.
• High EQ, accountability, and a sense of humor. You thrive solo and on a team.

Ready to Join?

We’re building something, and we’d love the right person breaking ground with us. If this sounds like your kind of work — come do it with us. Hit Apply and let’s talk.