Remote
Notice to Applicants: We value your privacy and security. At GoCo, we do not request any Personally Identifiable Information (PII), such as Social Security numbers or bank details, during our application process. Applicants are encouraged to apply directly from our certified, secured careers page: https://www.goco.io/careers#open-positions.
Our mission at GoCo is to help small businesses spend less time on manual, HR tasks, so they can focus on growing happier, more productive teams. Backed by notable investors such as Salesforce Ventures and named one of the best places to work in Houston, we’re a close-knit team driven by honesty, hard work, fun and creativity. At GoCo every team member has a big impact on our business, and on the world!
About this role:
We are seeking a proactive and detail-oriented Client Success Specialist to provide technical support across the GoCo platform. Reporting to the Support Manager, this role will handle inbound phone calls, support tickets, tasks, projects and escalated tickets. The ideal candidate has strong troubleshooting skills, a passion for customer satisfaction, and the ability to collaborate cross-functionally to drive continuous improvement in support operations.
What will I be doing?
1. Escalation Management & Specialized Support
- Act as a subject matter expert (SME) on the GoCo platform.
- Handle escalated cases that require in-depth knowledge and advanced troubleshooting.
- Ensure high-quality issue resolution by following established escalation processes and collaborating with Tier 1 and Tier 2 support teams.
- Provide timely and clear communication to clients and internal stakeholders on escalated issues.
2. Customer Support & Task Management
- Resolve support inquiries via phone and ticketing system that require generalist support.
- Assist in investigating and resolving customer issues that impact multiple teams or clients.
- Work with cross-functional teams, including Product, Engineering, and Client Success Managers (CSMs), to identify and resolve recurring support challenges.
- Maintain ownership of assigned tasks and projects to improve customer experience and support efficiency.
3. Process Improvement & Knowledge Sharing
- Identify trends in support tickets and escalations to recommend process improvements in order to reduce ticket volume and enhance first-contact resolution.
- Contribute to internal knowledge bases by documenting best practices, solutions, and troubleshooting guidelines.
- Seek out learning opportunities to grow your knowledge of the GoCo product as well as specific domains such as payroll, benefits, etc.
4. Customer Experience & Relationship Management
- Provide a customer-centric approach in all interactions to ensure high customer satisfaction (CSAT).
- Proactively communicate with customers and internal teams to manage expectations on issue resolution.
- Advocate for customer needs by relaying feedback to Product and Engineering teams to improve service offerings.
5. Performance Metrics & Reporting
- Meet or exceed SLAs for response and resolution times for all tickets and call volume.
- Maintain an 80%+ CSAT score by delivering high-quality support experiences.
- Provide insights on escalation trends, ticket resolution efficiency, and areas for process improvements.
Necessary Skills, Experience & Education
- 2+ years of experience in customer support, technical support, or a related role, preferably in a SaaS or HR tech environment.
- Experience in SaaS environment, HR, or specific domains (such as payroll, benefits, compliance)
- Excellent problem-solving and analytical skills, with a track record of handling complex customer issues.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with support tools such as Zendesk, Salesforce, HubSpot, or Intercom is a plus.
- Ability to work cross-functionally with Product, Engineering, and Customer Success teams.
- Self-motivated with a proactive approach to customer service and process improvement.
More reading, for your leisure
A normal work day at GoCo hardly feels like work at all. We love to push the limits utilizing the latest modern tech and take pride in delivering to our users a platform that is delightful, intuitive and beautiful. Personal learning and growth is also a key ingredient to GoCo’s culture. Managers act as mentors helping guide each team member in achieving their goals. If you’re a passionate, hard-working person wanting to make a big impact in their workplace, then we’d be delighted to work with you!
You can learn more about our culture, mission, and perks here: https://www.goco.io/careers/
If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.
