Customer Care Specialist

The Company
Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.
Job Summary

As a Customer Care Specialist at Granicus , you will be responsible for managing customer care requests and coordinating their resolution with internal partner teams. Your role will extend beyond day-to-day support to include handling escalated and complex cases, particularly those involving our advanced support offerings and executive-level customers. This dual focus will allow you to address the needs of both standard customer care and high-stakes executive escalations. You will also play a pivotal role in managing executive customer relationships, ensuring that issues raised by Granicus executives or key customers receive priority treatment and resolution. Additionally, as part of our commitment to enhancing customer experiences, you will moderate the Granicus govCommunities, contributing to community engagement and knowledge sharing while addressing complex customer inquiries. This role requires employees to be able to work in shifts. The following shifts are available between 6am-9pm (M-F) Central time.
What Your Impact Will Look Like

- Handle and resolve customer care requests, ensuring timely and satisfactory outcomes for both routine and complex cases.

- Coordinate with internal teams, including Technical Support, Product, and Engineering, to drive the resolution of customer cases.

- Provide advanced support for customers subscribed to our premium offerings or dealing with complex issues.

- Act as a key escalation point for Customer Care Representatives and Technical Support Representatives, addressing high-impact and executive-level cases.

- Manage executive escalations, ensuring swift responses and effective resolutions for cases that involve Granicus executive members or critical customers.

- Collaborate with cross-functional teams to handle escalated cases, leveraging resources across the organization to resolve issues efficiently.

- Serve as the primary contact for executive customers, ensuring their issues are handled with the highest priority and care.

- Foster strong relationships with key executive stakeholders and advanced support customers, ensuring open lines of communication and proactive issue resolution.

- Moderate discussions in the Granicus govCommunities, providing expert guidance and support to customers seeking solutions.

- Engage with the community to gather feedback and identify trends or common challenges faced by customers, using this information to suggest process improvements.

- Track and report on the resolution of escalated cases, identifying systemic issues and advocating for long-term solutions.

- Provide insights and recommendations to