Customer Support Specialist

Kicksite is looking for a professional, energetic, and customer-focused Customer Success Specialist to join our Support team. In this role, you’ll be a trusted resource for martial arts business owners who rely on Kicksite to manage and grow their schools. You’ll help clients navigate our software, troubleshoot challenges, and identify the right solutions so they can spend less time wrestling with technology and more time making an impact in their communities. You’ll be one of the first people our clients turn to when they need assistance. That means listening carefully, asking thoughtful questions, communicating clearly, and taking ownership of each interaction. From resolving software questions to guiding clients through website-related issues, you’ll play an important role in creating a customer experience that feels helpful and personal. What You’ll Do Serve as a knowledgeable and welcoming first point of contact for Kicksite clients through phone, email, and our support ticketing system Listen to clients’ needs, ask effective questions, and identify the root cause of their concerns Troubleshoot and resolve questions involving Kicksite’s software, websites, and digital tools Translate technical information into clear, practical guidance that clients can easily understand Take ownership of client concerns and provide timely updates through resolution Escalate complex issues to the appropriate internal teams while maintaining clear communication with the client Document client interactions, troubleshooting steps, and solutions accurately Educate clients on helpful tools, features, and resources that can improve their experience Identify recurring client challenges and share insights that may help improve our products and processes Advocate for our clients while contributing to a collaborative, solutions-focused team environment Build strong relationships that leave clients feeling confident, supported, and valued What You Bring to the Team At least one year of experience in customer support, customer success, hospitality, or another client-facing role Strong verbal and written communication skills A professional, positive, and approachable communication style Genuine enthusiasm for helping people solve problems Confidence navigating technology and the ability to learn new systems quickly Strong critical-thinking, troubleshooting, and problem-solving skills Excellent attention to detail and follow-through The ability to remain calm, organized, and solutions-focused when managing multiple priorities A willingness to ask questions, accept feedback, and continue developing your skills The ability to work both independently and collaboratively in a fast-paced team environment Experience with HubSpot, Zendesk, or another customer support platform is a plus. Familiarity with SaaS products, website tools, content management systems, or martial arts businesses is helpful, but not required. Benefits Medical, dental, and vision Health Savings Account Paid Time OffRetirement plan with company match Fantastic company culture Opportunity for advancement Monday-Friday, Off at Noon on Friday Paid holidays Consistent 1:1s, weekly feedback, and daily standups with your team Strong management, warm energy, and enthusiastic coaching Kicksite is an equal opportunity employer. #J-18808-Ljbffr