Customer Support Agent II

Company Description 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. Job Description 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. Qualifications 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. Additional Information Compensation: $50,000 – 62,000 Salary + Equity + Benefits Demo of Casebook: