Customer Support Specialist

Job Description

Job Description

City Lifestyle is a luxury publishing company headquartered in downtown Kansas City, MO that publishes monthly magazines in a franchise model created exclusively for and about the residents of affluent communities across the country. We looking for a Customer Support Specialist to provide exceptional day-to-day support to our network of Publishers. This role is a key resource for helping Publishers navigate questions, resolve issues, manage customer accounts, and effectively use City Lifestyle’s systems and services.

The ideal candidate is a proactive problem solver who communicates well, stays organized in a fast-paced environment, and enjoys helping others. You’ll work closely with Publishers and internal teams to resolve immediate issues while also identifying recurring problems and developing solutions that improve the overall customer experience.

Responsibilities

• Provide timely, professional, and courteous support to City Lifestyle Publishers through tickets, email, and phone.
• Prioritize and resolve support tickets based on urgency, deadlines, and impact.
• Follow up on transferred and pending tickets to ensure thorough service and keep the original sender informed of progress.
• Assist Publishers with questions related to billing, contracts, advertising, editorial content, magazine production, print, and distribution.
• Help Publishers troubleshoot issues with City Lifestyle systems, including CRM, CityLifestyle.com, and investigate complaints before escalating them to the Development team.
• Provide immediate problem-solving support while educating Publishers on company systems, processes, products, and services.
• Make administrative updates and revisions to customer accounts, including:
• Processing payments, refunds, payment-method changes, and ACH payments.
• Pausing and rescheduling advertising insertions when requested.
• Processing contract changes, including changes to advertising sizes or placements.
• Managing ad placements on client contracts.
• Forward appropriate customer inquiries and community member tickets to Publishers.
• Assist community members who request removal of their address from a publication.
• Communicate content policy decisions and updates in accordance with company guidelines.
• Make phone calls to professionally and amicably resolve escalated requests or issues.
• Recognize recurring issues, investigate root causes, and develop long-term solutions to improve processes and reduce repeat requests.
• Consistently look for ways to simplify processes and enhance the experience for our Publishers and customers.
• Participate in onsite company and cultural activities as requested.

What We're Looking For:

• Strong verbal and written communication skills with a natural ability to build positive relationships.
• A customer-first mindset and genuine desire to help others.
• Strong organizational and time-management skills with excellent attention to detail.
• Ability to prioritize multiple requests and meet time-sensitive deadlines.
• A proactive, self-motivated approach to problem solving.
• Ability to learn new systems and processes quickly.
• Comfort working in a fast-paced, rapidly growing company where priorities may evolve.
• Ability to receive and apply constructive feedback.
• Strong judgment and the ability to know when to independently solve a problem versus escalate it.

Requirements

• Previous customer service experience is helpful but not required.
• Degree or education in Communications or a related field is a plus.
• Full-time, onsite position.
• No travel required.
• Ability to sit or stand for extended periods while working at a computer.

Benefits
Paid Time Off (PTO)###Life Insurance###Health Insurance###Dental Insurance###Vision Insurance###Retirement Plan###Mon-Fri Schedule###Hands on Training###