Customer Support Specialist

ABOUT THE ROLE

At Communico, we empower public libraries with a cutting-edge SaaS platform designed to enhance efficiency, improve customer experiences, and modernize operations—leading communities to make more use of their library's resources.

We're looking for a Customer Support Specialist to join our Customer Experience team. This is a frontline, individual contributor role focused on resolving issues for our library partners, delivering friendly and efficient support, and ensuring library staff get the help they need—fast.

You'll report to the Education & Support Manager and collaborate closely with Product, Engineering, and Customer Success to maintain our highest standard of customer care.

KEY RESPONSIBILITIES

- Support & Ticket Management: Manage and resolve incoming support requests via FreshDesk (or similar tools), delivering prompt, professional, and empathetic service.

- Troubleshooting & Issue Resolution: Investigate and diagnose software issues, escalate complex problems when necessary, and follow through until resolution.

- Documentation & Knowledge Sharing: Contribute to internal and customer-facing knowledge base articles to improve self-service options and reduce repeat inquiries.

- Product Feedback Loop: Identify recurring support themes and communicate insights to internal teams to help improve the platform and customer experience.

- Cross-Team Collaboration: Work with colleagues across departments to ensure seamless support and accurate resolution of technical concerns.

- Continuous Improvement: Help optimize support processes, enhance ticket quality, and contribute to team efficiency and satisfaction metrics.

WHAT WE'RE LOOKING FOR

- Experience: 2+ years in customer or technical support, preferably within SaaS or library technology environments.

- Ticketing Tools: Proficiency with FreshDesk or similar platforms (e.g., Zendesk, Help Scout, ServiceNow).

- Communication: Clear, empathetic, and customer-first communication—both written and verbal.

- Technical Aptitude: Comfortable with SaaS tools, browsers, and basic diagnostics. Able to translate technical concepts in a clear and friendly manner.

- Detail-Oriented: Strong organizational skills and a methodical approach to troubleshooting and documentation.

- Team Player: Collaborative, reliable, and energized by a supportive, mission-driven culture.

- Library Knowledge (Bonus): Familiarity with public library systems, workflows, and challenges is a plus—but not required.

WHY JOIN COMMUNICO?

- Meaningful Work: Help libraries better serve their communities through modern, accessible technology.

- Supportive Team: Join a collaborative, mission-aligned team that values empathy, curiosity, and growth.

- Career Development: Opportunities to grow into more specialized or senior roles in support and beyond.

- Hybrid Flexibility: Enjoy a mix of in-office and remote work for balance and connection.

COMPENSATION & BENEFITS

- Compensation: $55,000–$65,000 per year, plus eligibility for an annual performance-based bonus

- Time Off: 25 days paid vacation, plus federal holidays

- Healthcare: Comprehensive medical, dental, and vision plans

- Professional Development: $1,000 annual personal development budget

- Retirement: Access to a 401(k) plan

- Work-Life Balance: Hybrid schedule with a supportive workplace culture

HOW TO APPLY

To be considered for this role, please submit a cover letter along with your application. In your cover letter, tell us what excites you about supporting public libraries and why you'd be a great addition to the Communico team. We want to hear your story—not just your resume. Applications without a cover letter will not be considered.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• What ticketing systems have you used in your previous role(s)?
• Have you included a cover letter with your application explaining why you're a great fit for this role? (Applications without a cover letter will not be considered.)

Ability to Commute:

• Stamford, CT 06901 (Required)

Work Location: Hybrid remote in Stamford, CT 06901