Clubessential provides cutting-edge cloud-based software solutions tailored for the private club and collegiate athletic markets. As an Inc. 5000 fastest growing company, we are backed by Battery Ventures, fueling our growth and innovation. Our dedicated team thrives on delivering exceptional products and services to a diverse clientele including country clubs, golf clubs, yacht clubs, social clubs, and leading collegiate athletic organizations.

We’re looking for a Product Support Specialist – Accounting & Payments to join our client support team. In this role, you’ll be on the front lines helping our club partners with technical troubleshooting, client guidance, and problem solving. You will specialize in payment processing, reporting and accounting issues all while supporting the core features of our club management platform. 

Responsibilities: 

Client Support & Issue Resolution 

• Serve as the primary point of contact for client inquiries via phone, email, and chat providing technical support for Clubessential Products related to accounting, payments, membership, banquets and reporting by troubleshooting and resolving client issues. 

• Owning and managing a mix of new issues while driving existing cases to resolution. 

• Escalate complex issues to the appropriate internal teams and manage client expectations throughout the process. 

• Consistently meet or exceed key performance indicators (KPIs), including case resolution time, customer satisfaction (CSAT) scores, quality assurance benchmarks, and productivity metrics, while balancing responsiveness and thorough issue investigation. 

Technical Expertise & Troubleshooting 

• Assist with payment processing challenges, including credit card transactions, device setup, merchant account configuration, and related third-party integrations. 

• Support clients in identifying potential financial discrepancies and reporting concerns by guiding them through relevant system settings, data mapping, and platform workflows, while deferring in-depth accounting tasks to the client’s internal financial team. 

• Stay current on product updates, new feature releases, and industry trends to better support our clients and your teammates. 

Client Relationship Management 

• Build trusted relationships with clients, managing expectations and promoting product adoption while meeting customer experience and quality assurance expectations. 

• Engage with clients to understand their needs, offering value-added solutions and demonstrating technical proficiency. 

• Monitor client utilization, identify at-risk customers, and implement strategies to enhance client retention and satisfaction. 

Documentation & Knowledge Sharing 

• Document client interactions, resolutions, and troubleshooting steps in our CRM.  

• Contribute to our knowledge base by documenting solutions and best practices for both internal and client facing. 

Requirements: 

• Bachelor's degree in business administration, Accounting, Finance, or a related field preferred. 

• Ability to work a defined schedule. This may include regular weekend, evening and Emergency Line coverage as part of the team rotation to support. 

• Experience in technical product support, customer service, or SaaS troubleshooting (payments or POS support is a big plus).  

• Solid understanding of financial processes including budgeting, forecasting, and financial reporting. 

• Exceptional communication skills with the ability to interact effectively with both technical and non-technical stakeholders. 

• Strong technical proficiency and ability to quickly learn new software and technologies. 

• Demonstrated problem solving skills and the ability to manage multiple priorities at a time. 

• Process oriented with a knack for improving and streamlining operations. 

• Team oriented with a proactive approach to client support and relationship management. 

• Experience using ticketing systems like Salesforce Service Cloud, Zendesk, or similar preferred. 

• Exposure to club management, hospitality, or retail point-of-sale systems preferred. 

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law. 

Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.