[Hiring] Client Support Specialist @Acquire Intelligence

Role Description

The Client Support Specialist supports the effectiveness, scalability, and consistency of Ticketure’s client support operations by independently evaluating service workflows, advising on complex client configurations, and contributing to operational and product improvement initiatives. This role exercises discretion and independent judgment in assessing client needs, determining appropriate courses of action, and coordinating cross-functional resolution of complex operational issues. The position directly supports client retention, adoption, and operational efficiency and reports to the Director, Customer Operations.

Essential Duties and Responsibilities

• Respond to client inquiries via phone and email, including low-level support requests, while exercising judgment in prioritization, resolution approach, and escalation.
• Assist in diagnosing and troubleshooting issues arising from system bugs, functionality limitations, or configuration challenges, and determine appropriate resolution or escalation paths.
• Escalate development or feature-related needs to Support Engineering or Product teams for proper logging, tracking, and evaluation.
• Independently prioritize client needs and requests based on impact, urgency, and business significance.
• Maintain deep working knowledge of Ticketure’s platform and evaluate the operational impact of new software releases, features, or system changes.
• Develop, document, and continuously refine client service workflows, escalation standards, and operational guidelines to support consistency and scalability.
• Advise on client configurations, including venue setups, productions, promotions, and non-standard use cases requiring tailored operational solutions.
• Build and maintain strong client relationships through proactive check-ins, follow-ups on active items, and ongoing operational guidance.
• Assess the effectiveness of existing service processes and propose enhancements to improve efficiency, quality, and the overall client experience.
• Contribute structured feedback and insights to interdepartmental teams that support the continued development and enhancement of Ticketure’s product offerings.

Qualifications

• Bachelor’s degree in Business, Operations, Information Systems, or a related field or equivalent combination of education and relevant experience.
• 1-3 years of experience in SaaS client services, operations, technical support, or a related business operations role with demonstrated autonomy.
• Experience working with complex software platforms, system configurations, or non-standard client use cases.
• Proven experience collaborating cross-functionally with Product, Sales, and Customer Success teams.
• Demonstrated ability to evaluate operational issues and recommend solutions that impact service quality, efficiency, or client satisfaction.

Essential Skills

• Strong written and verbal communication skills.
• Ability to work independently and manage multiple priorities and deadlines.
• Strong analytical and problem-solving skills, including troubleshooting complex production issues.
• Excellent organizational skills, attention to detail, and persistence in driving issues through to resolution.
• Consultative, client-focused approach with strong relationship-building skills.

Essential Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to see, talk, and hear. The employee may experience prolonged periods sitting at a desk or working on a computer. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds.

Equipment/Software/Tools

• Microsoft Office
• Google Suite
• Slack
• CRM Software