🚨 Now Hiring: Client Support Specialist (Full Time) 🚨
Location: Remote (U.S. residents only)
Schedule: Full-time, Monday-Friday, Pacific Time coverage
Compensation: Competitive, based on experience. Includes health, vision, dental insurance, PTO, and 401(k).
About RumbleUp
RumbleUp is a leading SaaS platform in the organizational texting space, helping campaigns, nonprofits, and organizations connect directly with their audiences through scalable peer-to-peer and broadcast messaging. Our clients rely on our platform to mobilize supporters, conduct polling and surveys, and drive real-world action.
Our team is client-focused, collaborative, and highly communicative. During peak seasons—especially in the political and polling space—our work moves quickly and has real impact. Our team culture is built around obsessing over our clients, grabbing an oar, raising the bar, and owning it! We pride ourselves on providing exceptional support and empowering our clients to succeed by winning attention.
About the Role
We are looking for a highly accountable, detail-oriented Client Support Specialist to join our fast-paced support team.
This is not a traditional “customer service” role. We are looking for someone who genuinely enjoys troubleshooting technical issues, investigating problems, identifying patterns, and helping clients resolve platform-related challenges quickly and professionally.
In this role, you will manage support tickets, troubleshoot messaging and platform issues, document findings clearly, communicate with clients professionally, and collaborate with internal teams to drive resolution.
The ideal candidate is someone who:
enjoys solving problems
stays calm under pressure
communicates clearly
takes ownership
can manage multiple priorities simultaneously
thrives in a high-volume support environment
This role is heavily focused on ticket management, troubleshooting, investigation, documentation, and operational execution.
If you dislike repetitive troubleshooting, fast-moving queues, detailed investigations, or high accountability metrics, this role will not be a fit.
✅ What You’ll Do
Manage inbound support tickets through Zendesk
Troubleshoot client-reported technical and messaging issues
Investigate delivery problems, registration issues, segmentation concerns, platform behavior, and account configuration errors
Gather detailed information and reproduce reported issues
Clearly document troubleshooting steps and findings
Escalate issues appropriately with complete context
Communicate professionally with clients during high-pressure situations
Maintain accurate ticket updates and internal notes
Identify trends, recurring issues, and process improvement opportunities
Collaborate with Client Success, Registration, Messaging Ops, and Product teams
Assist clients with platform functionality and best practices
Prioritize urgent issues while balancing ongoing ticket workload
💼 Required Experience
2+ years of technical troubleshooting or technical support experience
2+ years working in a ticket-based support environment
Experience managing multiple support cases simultaneously
Experience troubleshooting software/platform-related issues
Strong written communication skills
Ability to explain technical concepts clearly to non-technical users
Experience documenting troubleshooting steps thoroughly
Ability to work independently in a remote environment
Strong organizational skills and attention to detail
💼 Preferred Experience
Zendesk experience
Slack experience
HubSpot experience
Google Sheets experience
SaaS support experience
Messaging/SMS platform experience
Experience with RumbleUp platform
🧩 Work Schedule:
📍 Monday-Friday work week -
- Pacific: 9am to 5pm
- Mountain: 10am to 6pm
- Central: 11am to 7pm
- Eastern: 12pm to 8pm
Remote work – Any US time zone is acceptable if the hours can be maintained
📊 What Success Looks Like
Response Time: Average first response time under 30 minutes during working hours
Customer Satisfaction: Maintain a 95%+ positive rating on tickets you own
Resolution Time: Resolve tickets within an average of 4 hours
Documentation & Follow-Through: Maintain thorough documentation and consistent follow-through on all assigned tickets
Ownership: Take full ownership of issues through resolution, including escalations and client communication
Prioritization: Effectively prioritize and manage multiple issues during high-volume support periods
🚀 This Role Is Best For Someone Who:
Likes solving technical problems
Enjoys troubleshooting and investigation work
Works well under pressure
Can manage repetitive operational tasks with consistency
Communicates professionally and clearly
Takes ownership instead of waiting for direction
Can adapt quickly in a fast-moving environment
Understands urgency and accountability
🚫 This Role Is NOT Best For Someone Who:
Dislikes repetitive troubleshooting
Prefers relationship/account management over operational support
Needs constant direction
Struggles with organization or prioritization
Has difficulty handling multiple ongoing issues simultaneously
Avoids accountability metrics
Becomes overwhelmed in fast-paced environments
If you’re someone who enjoys solving problems, troubleshooting issues, and owning outcomes in a high-accountability support environment, we’d love to hear from you.