Customer Support Solutions Specialist

Double Good is a leading fundraising app and best-in-class technology company redefining how youth organizations raise funds for the causes they care about. Teams run short, high-impact fundraisers by selling delicious popcorn through personalized Pop-Up Stores, keeping 50% of every sale. Thousands of schools and teams nationwide use Double Good to raise meaningful funds quickly and easily. Guided by our mission to create joy, Double Good also supports the Double Good Kids Foundation, a 501(c)(3) organization that exists to spark joy for children with special needs and the people who care for them through inclusive experiences and spaces that foster play, connection, and possibility. Double Good has been recognized on the Inc. 5000 list 18 times and ranked No. 13 on Crain’s Chicago Business Fast 50 list in 2025, and it continues to grow while staying focused on impact. In recent years, Double Good has seen 40% year over year growth, and we’re excited about our future! We’re excited about the possibility of you joining our mission. We are looking for a Customer Support Operations Specialist to join our growing team. Location - this is a hybrid role based out of our downtown Chicago office About the role: The Customer Support Operations Specialist role is designed to balance frontline customer support excellence with improving specialized functions. This role maintains direct responsibility for ticket resolution while simultaneously coordinating cross‑functional needs, identifying solutions, and executing improvements that remove friction for customers and internal teams. The goal of this role is to improve time‑to‑resolution for internal initiatives, increase operational efficiency, and close gaps in customer support processes. Individuals in this role are expected to identify inefficiencies, assist the Supervisor in designing scalable solutions, and help drive adoption of new processes with cross‑functional stakeholders. Scope and Range This role operates as both an individual contributor within the ticketing queue and a subject‑matter expert for a defined specialization(s). Time allocation will be dependent on seasonality, and intentionally allocated between ticket handling and project work, with expectations flexing based on business needs. Each agent will: Own tickets as assigned and meet defined productivity and quality expectations Own primary specializations or project areas Act as the point person and subject matter expert for identifying gaps, proposing solutions, and delivering results within their specialty Measures of Success Success in this role will be measured across both support execution and process impact, including but not limited to: Support Performance First Response Time (FRT) First Resolution Time (FRT) CSAT / NPS First Contact Resolution Rate QA scores and adherence to support standards Process and Specialization Impact Reduction in frequency of issues or escalations related to owned area(s) On‑time delivery of individual contributions to project milestones Assist in adoption and effectiveness of implemented solutions Liaise with cross‑functional stakeholders and be held accountable for results Experience & Skills we value: Customer Support Execution Handle customer support tickets across assigned queues while maintaining quality, accuracy, and empathy Resolve complex or ambiguous issues using sound judgment and documented best practices Identify trends, recurring issues, and friction points surfaced through tickets Escalate appropriately to the identified cross‑functional stakeholders, Senior Customer Solutions Specialist, and Supervisor Project Ownership & Specialization Each agent will own primary specializations , such as (but not limited to): Organizer, Seller, Buyer experts (Dedicated Agent for Partners, White Glove Service) Onboarding & Agent Enablement (help articles, Looms, macros, decks, documentation) Quality Assurance & Coaching (QA, providing feedback, individual and group coaching) Social & Public‑Facing Support Channels (social media, Yelp reviews, BBB) Shipping, Logistics & Supply Chain Processes (claims, replacements, carrier coordination) Within their specialization, agents will: Be the subject matter expert for their assigned customer or internal experience Identify gaps, inefficiencies, or risks through data, agent feedback, and ticket trends Define problem statements and proposed solutions Design and document processes, workflows, or tools Partner with leadership and cross‑functional teams (Product, Engineering, Marketing, Shipping, RevOps, etc.) Drive implementation, testing, rollout, and change management Iterate based on results Other Job Functions Continuous Improvement & Customer Advocacy Translate frontline insights into recommendations to the Supervisor Proactively surface customer‑impacting issues and operational risks Advocate for both customer experience and agent efficiency Contribute to broader team initiatives and cross‑functional projects Collaboration & Communication Communicate project status, risks, and outcomes clearly and consistently Maintain accurate documentation for owned processes and tools Support peer enablement by sharing learnings, best practices, and updates Participate in team meetings, retrospectives, and planning sessions Specific Areas of Responsibility & Ownership 2+ years of customer support or customer‑facing operations experience Proven ability to manage tickets independently while meeting performance benchmarks Demonstrated experience identifying and advocating for process improvements or operational initiatives Strong problem‑solving and analytical skills Excellent written and verbal communication skills Comfort working cross‑functionally Ability to prioritize competing demands and manage time effectively Nice to have and/or you’ll learn: Familiarity with process mapping, SOP documentation, or change management Prior experience with cross‑functional groups and collaborative problem solving Prior exposure to automation, QA programs, training enablement, or product operations Equal Pay Disclosure(s): We’re on a mission to create more joy in people’s lives, and that includes our internal employees. We create a place people love to be a part of, where people can discover and practice their unique skill sets, a place where they can contribute and do their best work. We do this by offering our employees a competitive compensation & benefits plan. Base Pay range for this position: $50,000 - $56,000 annually Target Annual Bonus: 10% of base salary The final discretionary compensation that will be offered for this role depends on a variety of factors, including job‑related knowledge, skills, experience, and market location. Work Authorization Requirement: This position requires current authorization to work in the United States. We do not provide visa sponsorship, including support for F‑1 Optional Practical Training (OPT), STEM OPT extensions, or other temporary work authorization programs. Benefits: Double Good offers competitive benefits for all eligible full time employees including medical, dental and vision coverage with plans that can fit each teammate’s needs. We offer immediate vesting in our 401k plan, paid time off, company‑paid leaves and other perks including a Popcorn Allowance (yup, free popcorn!). Visit the Careers page on our website for more information at Double Good is an Equal Opportunity and Affiliated Employer working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability. The EEO is the law and is available here. Right to Work Statement (English and Spanish). This employer participates in E‑Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I‑9 to confirm work authorization. #J-18808-Ljbffr