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 Solutions Specialist to join our growing team.Location - this role will be based at our Elmhurst locationAbout the role:The Customer Support Solutions 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 teamsThe 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 RangeThis 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 expectationsOwn primary specializations or project areasAct as the point person and subject matter expert for identifying gaps, proposing solutions, and delivering results within their specialtyMeasures of SuccessSuccess in this role will be measured across both support execution and process impact, including but not limited to:Support PerformanceFirst Response Time (FRT)First Resolution Time (FRT)CSAT / NPSFirst Contact Resolution RateQA scores and adherence to support standardsProcess and Specialization ImpactReduction in frequency of issues or escalations related to owned area(s)On-time delivery of individual contributions to project milestonesAssist in adoption and effectiveness of implemented solutionsLiaise with cross-functional stakeholders and be held accountable for resultsExperience & Skills we value:Customer Support ExecutionHandle customer support tickets across assigned queues while maintaining quality, accuracy, and empathyResolve complex or ambiguous issues using sound judgment and documented best practicesIdentify trends, recurring issues, and friction points surfaced through ticketsEscalate appropriately to the identified cross-functional stakeholders, Senior Customer Solutions Specialist, and SupervisorProject Ownership & SpecializationEach 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 experienceIdentify gaps, inefficiencies, or risks through data, agent feedback, and ticket trendsDefine problem statements and proposed solutionsDesign and document processes, workflows, or toolsPartner with leadership and cross-functional teams (Product, Engineering, Marketing, Shipping, RevOps, etc.)Drive implementation, testing, rollout, and change managementIterate based on resultsOther Job FunctionsContinuous Improvement & Customer AdvocacyTranslate frontline insights into recommendations to the SupervisorProactively surface customer-impacting issues and operational risksAdvocate for both customer experience and agent efficiencyContribute to broader team initiatives and cross-functional projectsCollaboration & CommunicationCommunicate project status, risks, and outcomes clearly and consistentlyMaintain accurate documentation for owned processes and toolsSupport peer enablement by sharing learnings, best practices, and updatesParticipate in team meetings, retrospectives, and planning sessionsSpecific Areas of Responsibility & Ownership2+ years of customer support or customer-facing operations experienceProven ability to manage tickets independently while meeting performance benchmarksDemonstrated experience identifying and advocating for process improvements or operational initiativesStrong problem-solving and analytical skillsExcellent written and verbal communication skillsComfort working cross-functionallyAbility to prioritize competing demands and manage time effectivelyNice to have and/or you'll learn: Familiarity with process mapping, SOP documentation, or change managementPrior experience with cross-functional groups and collaborative problem solvingPrior exposure to automation, QA programs, training enablement, or product operationsEqual 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:$40,000 - $56,000 annuallyTarget Annual Bonus: 10% of base salaryThe 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 https://www.doublegood.com/careers.Double Good is an Equal Opportunity and Affirmative Action 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.