Customer Support Agent II

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive, research-based and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions help improve outcomes in human services. We are continually expanding and updating the Casebook Platform in the hopes that our technology will reach a broader array of agencies, and that we will push the entire industry to innovate and aspire to a higher standard. We are a mission-driven company, and by joining, you’ll be making that mission a reality.

OVERVIEW:
A team member at Casebook PBC plays a key role in advancing our mission to build technology
that supports human services organizations and accelerates the end of poverty. They are
dedicated to Casebook’s vision of building and promoting the human services global operating
system and exemplify Casebook’s values while working collaboratively to achieve organizational
goals.

At Casebook, Customer Experience (CX) is central to how we serve our customers, and the
Customer Support team is an essential part of CX. Customer Support Agents guide and
troubleshoot with customers throughout their lifecycle, ensuring they can successfully use the
Casebook platform in their critical day-to-day work serving vulnerable populations.

The Customer Support Agent’s top priority is to deliver quick, accurate, and personable support
through chat, email, and virtual meetings. This includes managing a fast-paced ticket queue,
documenting solutions and issues in Confluence, and escalating to Product or Engineering
when necessary. As the voice of our platform, you will act as both an advocate for our users and
a partner to internal teams, ensuring Casebook customers have the best possible experience.
This is a demanding but rewarding role where no two days are the same. Our customers rely on
Casebook to do meaningful work in their communities, and we are committed to providing them
with responsive, reliable support every step of the way.

CASEBOOK VALUES
● Impact: We strive to help improve the lives of vulnerable children, adults, families, and
communities.
● Customer Commitment: We provide ground-breaking human services software
products and exceptional customer experiences shaped by organizational needs and
best practices.

● Teamwork: We collaborate with team members, customers, and other partners with
mutual respect, encouraging meaningful relationships and open communication.
● Innovation: We find new ways to grow our product, company, and each other.
● Accountability: We accept responsibility for our actions, holding ourselves accountable
for results.

RESPONSIBILITIES:
● Provide thoughtful, personalized communication to explain how our product works and
help troubleshoot issues via chat, email, and virtual meetings (Zoom/Google Meet).
● Effectively resolve customer inquiries in a considerate and timely manner while
managing a fast-paced ticket queue.
● Investigate, replicate, and document customer issues clearly and concisely so that
Product and Engineering can fully understand and resolve them.
● Identify when issues need to be escalated, and ensure escalation includes complete
details (steps to reproduce, screenshots, system/browser details).
● Document fixes, troubleshooting steps, and best practices in Confluence, contributing to
both customer-facing knowledge base articles and internal documentation.
● Create and maintain reusable snippets of response copy to keep customer
communication consistent and efficient.
● Build and deepen product knowledge by using the Casebook platform daily and staying
current with new features and releases.
● Collaborate with teammates to share knowledge, contribute to team goals, and support
continuous improvement in processes and customer experience.

EDUCATION AND/OR EXPERIENCE:
● College degree or equivalent professional experience preferred
● 2+ years of experience in customer support

REQUIRED TECHNICAL / OTHER SKILLS AND ABILITIES:
● You care deeply, genuinely, and passionately about customer support and about the role
it plays in making our customers and company successful. You are willing to apply
special effort when you see a high-priority situation or customer that needs an escalated
resolution.

● You have prior experience doing live customer support by chat and ticketing systems
(like Hubspot and Zendesk), and you know how to do it well. You know that every bit of
work you do makes a real difference in making a customer happy.
● You understand the web and how it works. You’re not necessarily writing and deploying
your own JQuery-based, CSS-heavy responsive sites, but you have configured software
and understand how setting and other variables can alter one customer's expected
functionality from another.
● You know when something is over your head and are not afraid to ask for help.
● You are skilled at explaining technical problems succinctly and clearly.
● You are a naturally empathetic and articulate communicator.
     ○ Strong organizational skills with the ability to manage multiple projects and
priorities.
     ○ Ability to work independently and as part of a team.
     ○ Excellent communication skills, both verbal and written.

Compensation:  $50,000 - 62,000 Salary + Equity + Benefits 

Demo of Casebook: https://play.goconsensus.com/s738251ff