Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns. Calmly attempt to resolve and de-escalate any issues, escalating interactions when necessary. Provide feedback on call issues and upsell if required in this remote role based in Florida.

This position focuses on delivering outstanding customer support and reports to the Guest Support Manager while also assisting the Partnerships Lead. As the primary point of contact on weekends, the specialist will provide exceptional service to guests and clients. The Guest Support team collaborates with the Partnerships and Operations teams to meet company goals.

As an Escalation Specialist in our Resource Center, you will be responsible for providing basic transactional support to callers. This role requires strong communication skills, attention to detail, and the ability to multitask effectively. You will exercise sound judgment in an environment involving sensitive customer information.

As a member of Trainual's top-tier customer support team, you'll be essential to the success of our best-in-class business playbook software, acting as a technical problem solver and customer advocate. You'll manage inbound customer communication, troubleshoot complex problems, and handle billing inquiries. Success is measured by responsiveness, customer satisfaction, and technical problem-solving skills.