Client Support Specialist

Overview

Join Our Team as Client Support Specialist

 

About Boys & Girls Clubs of America (BGCA)

Boys & Girls Clubs of America is the nation’s premier youth development organization, serving nearly 4 million young people each year. We are committed to creating environments where all young people can reach their full potential as productive, caring, and responsible citizens.Through partnerships, programs, and people-first leadership, we support Clubs across the country to deliver safe, impactful, and high-quality experiences for youth and families.

 

Click here, Working At BGCA, to hear from our President and CEO, Jim Clark, about what makes working at Boys & Girls Club of America (BGCA) so special

 

About the Role

Under the direction of the Manager of Client Enablement, the Client Support Specialist provides frontline technical and customer support for MyClubHub users. This role focuses on triaging cases, resolving Tier 1 issues, and assisting with standard Tier 2 cases to ensure Clubs gain full value from the platform. Specialists play a key role in maintaining service level commitments and ensuring user satisfaction through effective communication, quick issue identification, and accurate resolution.

Responsibilities

What You'll Do

• Serve as the first point of contact during assigned triage shifts by reviewing, categorizing, and assigning inbound cases. 
• Resolve Tier 1 and basic Tier 2 support issues related to MyClubHub and associated Salesforce functionality. 
• Escalate complex Tier 2 and above issues, as well as high-impact issues, to senior client support specialists or management as needed. 
• Maintain timely, professional, and empathetic communication with Clubs to support customer confidence and satisfaction. 
• Document troubleshooting steps, case updates, and resolutions in the ticketing system according to established processes. 
• Identify recurring support issues and suggest new or updated content for the online knowledge base. 
• Report common issues, process gaps, or training documentation needs to support continuous improvement. 

Operational / Management Responsibilities 

• Support regular triage coverage and assigned support shifts to help meet team service level expectations. 
• Assist with urgent support needs during designated after-hours support windows, as assigned. 
• Participate in cross-functional project teams, pilots, or operational improvement efforts as required. 
• Manage time effectively across daily support responsibilities, case follow-up, documentation, and project work. 

Additional Responsibilities: 

• Perform other duties as assigned by the Client Support Manager. 
• Demonstrate BGCA mission-driven values of integrity, excellence, and inclusion, and integrate those values into daily work and ways of working. 
• Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy, and other applicable policies. 
• Contribute to an approachable, collaborative, and solutions-oriented work environment. 
• Exercise sound judgment and deal effectively with ambiguity when troubleshooting issues or supporting Clubs. 

Success Measures

• Timely and accurate triage of inbound cases during assigned shifts. 
• Resolution of Tier 1 and basic Tier 2 cases within established service level expectations. 
• Clear, professional, and timely communication with Clubs throughout the support process. 
• Accurate and complete case documentation, including troubleshooting steps and resolution details. 
• Appropriate escalation of complex, high-impact, or time-sensitive issues. 
• Contribution to knowledge base improvements, process enhancements, and training documentation updates. 
• Positive customer feedback and demonstrated support of customer confidence and satisfaction. 
• Effective collaboration with support team members, senior specialists, managers, and cross-functional partners 

Qualifications

What You'll Bring

• Bachelor’s degree preferred. 
• Minimum of 2 years of client support, customer support, or related experience required. 
• Additional administrative or technical support experience preferred. 
• Minimum 1 year of Salesforce administration experience preferred. 
• Salesforce Administrator certification preferred. 

SKILLS, KNOWLEDGE & ABILITIES

• Strong written and verbal communication skills. 
• Ability to communicate with Clubs in a tim