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. 

This role will provide the overall direction, onboarding and development for our Support Specialists by ensuring each associate has the tools, knowledge, and backup necessary to provide timely and accurate support to our clients. This position will also provide a direct line for Clubessential customers for escalated issues or requests requiring expertise beyond the typical support issues.  

RESPONSIBILITIES & DUTIES: 

• Ensure all aspects of projects or case work are well defined, communicated and scheduled effectively, promoting operational efficiency and accurate delivery 

• Manage relationships with various associates in the company; improving communications between appropriate teams and the client; keeping project/cases on task and client informed 

• Serve as a point of escalation for the entire team and collaborate with various departments in the organization for complex problem solving.  This person must have the ability to de-escalate with customers without Senior Leadership involvement 

• Inspect workflow to ensure deadlines and deliverables are met timely, accurately and to customer satisfaction 

• Ability to comprehend and teach deep product knowledge to others on the team and customers serving as a subject matter expert for respective teams 

• Assist with defining departmental best practices and creating documentation for change 

• Ability to be available as needed after normal business hours in the event of a large-scale escalation or service disruption 

• Manage and execute new hire onboarding for new hires and continued education 

• Develop individual career path/development plans for all specialists 

• Ensure all support processes and KPIs are being accurately followed 

• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods 

• Conduct regular coaching's with each team member to create and execute on goals driven by continued performance success 

• Manage team schedules and serve as backup for any shift that needs to be covered 

• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals 

• Function as a consultant and business partner to other groups 

• Train and mentor team members and identify development needs across the team, working with the Senior to coordinate additional training as needed 

• Manage escalated issues and provide direction 

• Availability to assist agents with issues on chats, emails, and phones 

• Other duties assigned by the leadership team 

QUALIFICATIONS AND EXPERIENCE REQUIRED: 

• Bachelor’s degree or equivalent experience in a leadership or similar role 

• Strong client relationship-building skills 

• Experience in leadership with a solid understanding of processes, customer expectations, and product knowledge 

• Proficiency with the CMA Application, SQL, Axis web product, HTML, CSS and Microsoft Office Suite (Word/Excel) 

• Excellent interpersonal skills with the ability to articulate ideas clearly and demonstrate patience during training 

• Detail-oriented with strong time management and relationship-building abilities 

• Proven ability to excel in team development, foster collaboration, and be a strong team player 

• Creative problem-solving skills for effective issue resolution 

• Strong desire to educate clients on best practices and how to maximize product capabilities 

 


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.

Important Notice Regarding Email Communication from Clubessential Holdings

Please be advised that Clubessential Holdings will only contact you using email addresses with the domain name of clubessentialholdings.com.

We have been made aware of attempts to impersonate our company using domains such as clubessentialcareers.com. These emails are not affiliated with Clubessential Holdings and may be part of a scam. We strongly advise against engaging with any correspondence that does not originate from an official clubessentialholdings.com email address.

If you receive a suspicious email or have any questions or concerns, please contact us directly at recruiting@clubessentialholdings.com.

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