Support Specialist - Remote Eligible

Support Specialist

Member Solutions, a division of Jonas Software, is a trusted leader in billing and member management solutions for membership-based businesses across the United States and Canada. With over thirty years of experience, we specialize in supporting martial arts studios and extend our expertise to fitness facilities, gymnastics clubs, dance studios, shooting ranges, and more. Our unique "software for life" philosophy underscores our commitment to long-term partnerships, helping clients streamline operations, engage their members, and strengthen their communities.

Our comprehensive suite of SaaS products and managed billing services enable businesses to simplify their operations, ensure accurate and timely invoicing, and meet all relevant compliance standards. Headquartered just north of Philadelphia, Pennsylvania, Member Solutions is expanding across North America and beyond, offering new opportunities for growth and innovation.

About the Role

We're seeking a Support Specialist to deliver outstanding service to our customers while supporting multiple products across our platform. You'll be responsible for diagnosing issues, determining severity, and resolving most cases independently while escalating special cases to senior support. This role requires a combination of strong communication skills, technical aptitude, and process-driven thinking, with a focus on continuous improvement and customer satisfaction.

Responsibilities:

• Serve as the first point of contact for customer inquiries via phone, email, and chat.
• Provide support across multiple products and services.
• Assess incoming issues, quickly determine severity, resolve standard cases, and escalate special or complex cases appropriately.
• Maintain accurate records of customer interactions, solutions, and escalations in the support system.
• Collaborate with Product, Engineering, and other teams to resolve recurring issues and improve customer experience.
• Write, edit, and expand knowledge base articles, FAQs, and self-help documentation to empower customers and reduce repeat inquiries.
• Utilize automation and AI-driven tools to streamline support processes.
• Build out and curate an AI enabled knowledgebase to better support customers and reduce resolution times.

Requirements:

• Bachelor's degree (or equivalent university education).
• Proven ability to support multiple products simultaneously.
• Familiar with automation tools like N8N, Make, Zapier.
• Familiar with vibe coding or assisted coding with AI tools.
• Strong analytical and problem-solving skills; able to triage issues effectively.
• Excellent verbal communication skills for working directly with customers.
• Excellent written communication skills for documentation and customer updates.
• Comfortable with technology, troubleshooting, and automation tools.
• Familiarity with AI concepts and willingness to leverage AI in daily support tasks.
• Organized, detail-oriented, and able to manage multiple priorities.

Preferred Qualifications:

• Experience in SaaS, customer support, or help desk roles.
• Knowledge of CRM/helpdesk platforms (e.g., HubSpot, Zendesk, Freshdesk).
• Previous experience creating or maintaining customer-facing documentation.
• Industry experience in membership management, martial arts, or fitness software is a plus.

What We Offer:

• Competitive salary and benefits.
• Career growth opportunities within customer success and operations.
• Collaborative and supportive work environment.
• The opportunity to shape the customer experience by combining human empathy with cutting-edge technology.

Member Solutions

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Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.