Role Description Our Customer Success team is small, technical, and ambitious, and we are looking for two Technical Support Specialists to join us — both on an expected path to becoming Customer Success Managers within 3 to 12 months. - Own the technical support function alongside our CS Technical Lead. - Become an expert in our Builder CMS. - Manage and improve our AI-first support stack. - Resolve customer tickets quickly and warmly. - Transition into a CSM role within 3 to 12 months. You will work directly with our Head of CS, our CS Technical Lead, and our CSM, and collaborate cross-functionally with sales, product, and engineering. Qualifications - 1+ years of professional experience in SaaS support, customer success, or a similar customer-facing role. - Hands-on experience working tickets and talking to customers. - Strong written and verbal communication skills. - Comfortable working with a remote team across multiple time zones. - Detail-oriented, with a strong ability to track multiple conversations, customers, and priorities at once. - Comfortable with public-facing tasks (running a video call, hosting a customer training). - Curious about AI tooling and willing to use it to work smarter. - Familiarity with the events industry, higher education, or association space is a bonus but not required. Requirements - Own a queue of customer tickets, resolving issues, escalating thoughtfully, and writing clear, warm responses. - Manage and improve our AI support stack. - Become fluent in Guidebook's Builder CMS and the broader product suite. - Spot patterns in customer struggles and surface them to product, engineering, and CS. - Contribute to our knowledge base and internal documentation. - Coordinate with our CS Technical Lead on broader tech stack work. - Minor weekend support responsibilities for escalated tickets. Benefits - Annual On Target Earnings (OTE): $50,000-60,000, depending on experience. - Variable paid quarterly will be between 10-20% of OTE. - Fully remote role, US-based, East Coast required. - 100% paid medical, dental, and vision. - Short-term and long-term disability. - Unlimited vacation. - 401(k) with matching. - Stock options. - MacBook and home office setup. - Annual company retreat. What to Provide with your Application - Resume - Cover letter - A video answering specific questions about customer experiences. Equal Opportunity Employer At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

• As a Technical Support Consultant for Unit4 ERP, you are the first point of contact for our customers on IT and Business Application related questions for our solutions. • Provide a professional, efficient, and effective support service to Unit4 customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base. • To progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate. • Investigate, process and document application defects passed to the Technical Support team. • Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation. • Handle customer escalations, taking ownership of complicated issues and always keep customers updated of progress. • Comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards. • Investigate, document and present to the Customer Support Team Leader process improvements that enhance the customer experience. • Identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels. • Be responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development. • Eventually train and mentor less experienced members of the team around product knowledge, skills and processes. • Work in a team environment to help and assist colleagues.

• Provides support to the Spouse Education and Career Opportunities, or SECO, program leadership team. • Assists with all aspects of administrative management, directory maintenance, and logistics. • Coordinates between operating units to resolve day-to-day administrative issues. • Schedules and coordinates meetings, interviews, events and other similar activities. • Manages multifaceted general office and operations support.

• Lead, mentor, and develop support managers and support specialists • Own the full customer support function, including team management, hiring, performance management, operational workflows, team culture, and accountability • Drive organizational and operational change management initiatives • Improve support processes, tooling, escalation paths, and customer workflows • Lead AI adoption and automation initiatives across the support organization • Optimize and expand Intercom AI capabilities and automation workflows • Build scalable ticket deflection and self-service strategies • Automate repetitive workflows from triage through resolution • Design escalation and severity frameworks within automated support environments • Define operational KPIs and service standards for the support organization • Own support performance metrics including CSAT, resolution times, deflection rates, SLA performance, and ticket volume trends