Client Support Representative

Location: Boulder, CO or Remote

Status: Non-Exempt (eligible for overtime pay)

Ideal start: February 2025
Application deadline: Sunday, January 26th, 2025

Compensation: Our target hiring range is $47,500 plus participation in our Annual Bonus Program with eligibility for up to $2,000. Actual compensation will be commensurate with experience and skills.

Campminder’s Flexible Working Location: Our employees have the option to work 100% remotely within the United States or their choice of days at home and at our office in Boulder, Colorado. We host a variety of all-company hybrid meetings and social events. We require anybody working remotely to have a very reliable, high-speed internet connection.

We know the best people can choose to work anywhere.  

Why you should join our incredible Client Support team at Campminder:  

• With 20+ years of experience serving the industry through its digital transformation, we’re stable, profitable, and have developed a loyal customer base (that continues to grow). 
• We build software for summer camps, an industry that enables meaningful experiences for kids.
• We work on interesting, ambitious projects that create real value for our clients.
• We know our team members feel their work has an impact on the organization’s purpose.
• At the same time, we are genuinely committed to work/life balance. Our team members feel they have the flexibility to take time off when needed and feel supported in making use of flexible working arrangements. 
• We invest in emerging technology and cutting-edge leadership and are proud to take an "AI-Enabled" approach in our solutions.
• We’ve been listed on Outside Magazine’s 50 Best Places to Work for 7 consecutive years for our values-led culture and employee experience.

The Role

As a Client Support Representative at Campminder, you’ll help our incredible camp directors, staff, and parents navigate our platform and answer questions whether they call in or submit help tickets. Your mission is to provide world-class support with empathy, humility, and heart. Every day, you’ll learn something new about our platform, clients, and the camp community.  You’ll advise and empower clients by providing conscientious, comprehensive, and knowledgeable support. You’ll learn how we approach challenging situations with kindness and ownership at each step of the process through resolution. Your work will enable camps to optimize their business processes in order to spend time creating a positive impact for kids. 

In this role you will: 

• Deepen and broaden your understanding of the Campminder platform. We’ve developed a comprehensive, 3-week training to ignite your career here
• Refine your phone and email communications so they are efficient, empathetic, comprehensive, tactful and clear
• Have an eye out for any product or procedural improvements; you take ownership to move that forward or implement with your team
• Apply your meticulous attention to detail to help you keep updated and accurate records of relevant information in our customer relationship management (CRM)

We believe a successful candidate: 

• Has thrived in a role where they directly supported clients for the majority of the day
• Understands when it’s time to dig-in and double down based on increased volume and business needs; they work with urgency and drive to rise to the challenge
• Seeks out opportunities to help others
• Is often the “go-to” friend for technology help because they quickly learn new software/technology and teach it to others
• Is able to rapidly think through and solve complex problems
• Is able to teach and explain processes clearly and efficiently on the phone and in writing
• Remains calm in emotionally charged conversations; is able to imagine themselves in somebody else's shoes and meet them where they are 
• Proactively looks for more ways to add value, contribute, and keep learning 

A typical day as a CSR at Campminder: 

• Before your daily group stand-up meeting, you get a jump on some tickets (support requests from clients) that are in the queue.  You quickly prioritize the most urgent and dive in. Using your masterful CRM (Salesforce and Campminder) skills, you zip through them and respond to each client with eloquent and clear instructions that solves their problem and educates them for future cases.  
• During the team stand up, you’ll align on priorities for the day, give and get updates on client cases and interactions, and engage with your fellow CSRs. 
• Back on phones, it’s a breeze for you to walk clients through a solution to their question and you also find a few other features to teach them along the way.  You both sign off the call feeling great and you proceed to document relevant notes in our CRM.  
• Calls and tickets continue for the morning. You occasionally check our company Slack to read any new release updates and notes from the team.  There are often a few hilarious posts or dog photos your colleagues have shared too.
• This afternoon you have a 1:1 with your manager where you discuss your personal and professional development, upcoming time off, advice on a challenging case you experienced. 
• After a mix of short, long, simple, and challenging calls and tickets in the afternoon, you sign off feeling confident in your abilities to help our amazing camp clients power through our platform. 

Schedule: 

• Mid-August through May: ~40 hours/week, M-F, our team takes staggered shifts to cover 7am - 5pm MT when our phones are open (your timezone and preferences are taken into account for when you’d be scheduled). 
• June through mid-August: 40 hours/week
• Staggered shifts to cover 7 am - 6 pm MT weekdays
• Weekend shifts are either Saturday or Sunday from 7:00 am - 5:00 pm, working alongside several other full-time Client Support Representatives. When you’re scheduled to work a day on the weekend, you will have a day off during the following week.  
• You would work 6-7 weekend day shifts over the summer. Shifts can typically be swapped between the team to accommodate prior commitments.   
• Summer ‘On Duty’ coverage - CSRs are scheduled for “OD” for ~2 - 3 weeks between Memorial Day - Mid-August. This means they are within cellphone range, can hear/answer their phone when it rings, be within 20 minutes of a reliable internet connection, and be in a mental state to work with clients between 6 pm MT - 6:59 am MT. Eligible for overtime pay if a call is received.

Interview process: 

• Interview with People and Culture - 15 minutes
• Interview with Support leaders - 60 minutes
• Interview with Support team peers - 45 minutes
• Interview with CEO - 60 minutes

A few of the benefits we are proud to offer: 

• Wide selection of medical, dental, and vision coverage options (the company's contribution covers 100% of at least one option for each), with $500 HSA match for HSA-compatible plans
• Ability to choose where you work - remotely, in the office, or a mix!
• A variety of resources to support mental health and emotional well-being
• 12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and foster care
• 401(k) with 4% company matching
• Trust-Based (flexible) PTO (and yes, we use it!)
• $600/year wellness allowance
• Company-paid subscriptions, training, and support for using AI professionally and personally. We have a team dedicated to enabling our AI capabilities for our team members and our customers!

We encourage individuals of all backgrounds to apply:  

We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all, including people of color, people from working-class backgrounds, women, and members of the LGBTQ+ community. We welcome and encourage applications from people with these identities or members of other historically marginalized groups.

Research shows that women and people of color tend not to apply to jobs unless they believe they are 100% qualified and apply to fewer senior-level positions. With that in mind, we encourage you to apply if you're not sure whether you meet our qualifications. We'd love to have the opportunity to consider you!

We encourage applications from parents, parents-to-be, and those responsible for the caretaking of others. We offer paid parental leave for birthing and non-birthing parents (including for adoption, surrogacy, and foster care placement) and paid loss leave to recover from miscarriage or stillbirth. The company's HSA and wellness allowance contributions may be used toward childcare, eldercare, adoption fees, and fertility treatments like IVF, among other expenses.