Double Good
CustomerSupportSolutionsSpecialist
“Customer Support Solutions Specialist at Double Good. Skills: Customer Support, Process Improvement, Problem Solving. Handle customer support tickets. Resolve complex or ambiguous issues”
What You'll Achieve.
improve time-to-resolution for internal initiatives; increase operational efficiency; close gaps in customer support processes; meet defined productivity and quality expectations; delivering results within their specialty; Reduction in frequency of issues or escalations; On-time delivery of individual contributions; Assist in adoption and effectiveness of implemented solutions; be held accountable for results
Industry & Context.
problem-solving and analytical skills; Resolve complex or ambiguous issues using sound judgment; Identify trends, recurring issues, and friction points; Identify gaps, inefficiencies, or risks; Define problem statements and proposed solutions
current authorization to work in the United States, We do not provide visa sponsorship, Right to Work Statement
What They're Looking For.
Must Have
2+ years of customer support or customer-facing operations experience, Proven ability to manage tickets independently while meeting performance benchmarks, Demonstrated experience identifying and advocating for process improvements or operational initiatives, problem-solving and analytical skills, Excellent written and verbal communication skills, Comfort working cross-functionally, Ability to prioritize competing demands and manage time effectively
Nice to Have
Familiarity with process mapping, SOP documentation, or change management, Prior experience with cross-functional groups and collaborative problem solving, Prior exposure to automation, QA programs, training enablement, or product operations
What You'll Do.
Handle customer support tickets
Resolve complex or ambiguous issues
Escalate appropriately
Own primary specializations or project areas
Act as the point person and subject matter expert
Define problem statements and proposed solutions
Design and document processes
Partner with leadership and cross-functional teams
and change management
Iterate based on results
Translate frontline insights into recommendations
Proactively surface customer-impacting issues
Advocate for both customer experience and agent efficiency
Contribute to broader team initiatives
Communicate project status
Maintain accurate documentation
Support peer enablement
Participate in team meetings
and planning sessions
How You'll Work.
Team & Collaboration
coordinating cross-functional needs; Partner with leadership and cross-functional teams; collaboration and communication; Support peer enablement by sharing learnings, best practices, and updates; Participate in team meetings, retrospectives, and planning sessions
Communication Scope
Excellent written and verbal communication skills; Communicate project status, risks, and outcomes clearly and consistently
Process & Methodology
project work, project milestones, project status, project outcomes, cross-functional projects
Applying for this Customer Support Solutions Specialist role?
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