What are the responsibilities and job description for the Client Services Specialist position at Cobalt Software?
Cobalt Software | Remote / Work from Home
Reports To: Director of Client Services
Cobalt Software provides modern software solutions for private clubs, including country clubs, golf clubs, yacht clubs, city clubs, and other membership-based organizations. Cobalt’s platform helps clubs manage important areas of club operations, including accounting, payments, membership, websites, mobile apps, event management, email marketing, food and beverage, retail, and other club management functions.
Our clients rely on Cobalt to help improve the member experience, streamline internal operations, and support the daily work of club staff. The Client Services team plays a critical role in onboarding new clients, supporting existing clients, troubleshooting issues, and helping clubs get the most value from the software.
Cobalt Software is seeking a Client Services Specialist to support client onboarding, training, and ongoing support across Cobalt’s software platform. This role is ideal for someone who is client-focused, organized, comfortable learning software systems, and able to manage a steady volume of support requests while maintaining a high standard of professionalism and accuracy.
The Client Services Specialist will work closely with the Director of Client Services and other internal teams to support new client implementations, assist existing clients, resolve support tickets, and contribute to a positive client experience.
- Provide timely, professional support to Cobalt clients through the company’s support ticketing system and other approved communication channels.
- Troubleshoot client questions related to Cobalt’s software platform.
- Escalate technical issues appropriately and follow up to ensure client needs are addressed.
- Maintain clear, accurate, and professional communication with clients throughout the support process.
- Document support activity, issue details, troubleshooting steps, and resolutions accurately.
- Help identify recurring client questions or issues and contribute to improved documentation, training, or internal processes.
- Assist with onboarding new clients onto Cobalt’s software platform.
- Support client setup, configuration, testing, training, and launch preparation.
- Communicate clearly with clients regarding onboarding steps, timelines, requirements, and outstanding items.
- Help ensure clients are prepared for successful implementation and adoption of the software.
- Participate in client trainings and assist with follow-up items after onboarding sessions.
- Meet established productivity expectations for client support ticket volume, response activity, and resolution volume.
- Manage assigned tickets efficiently while maintaining a high standard of accuracy, professionalism, and client satisfaction.
- Prioritize tickets appropriately based on urgency, client impact, and internal service standards.
- Follow internal processes for ticket documentation, escalation, resolution notes, and follow-up.
- Balance ticket volume requirements with onboarding responsibilities, meetings, training, and other client service work.
- Work closely with the Director of Client Services and other team members to support client needs.
- Collaborate with technical, product, and implementation teams when resolving client issues.
- Share client feedback and recurring issues with the appropriate internal teams.
- Assist with special projects, documentation, testing, and other client service initiatives as assigned.
- Travel up to 15% for trade shows, client meetings, trainings, or other company events.
- Represent Cobalt professionally when interacting with clients, prospects, and industry partners.
This is a full-time position with standard working hours of:
Monday-Friday, 11:00 a.m.-8:00 p.m. Pacific Time
Additional on-call availability is required:
- One weekend on call every two months
- Friday 5:00 p.m. through Sunday 11:00 p.m.
- One weeknight on call every two weeks
- One holiday on call per year
- Bachelor’s degree required.
- Minimum of 3 years of experience in a customer service role.
- Strong written and verbal communication skills.
- Excellent organization, follow-through, and attention to detail.
- Ability to manage multiple client requests, deadlines, tickets, and priorities.
- Ability to meet productivity expectations in a support ticket environment.
- Comfortable learning and supporting software platforms.
- Professional, patient, and service-oriented approach with clients.
- Ability to work independently in a remote environment.
- Hospitality-related degree or experience.
- Experience in hospitality technology, club software, SaaS, accounting software, ERP systems, or other business software platforms.
- Experience supporting private clubs, hospitality organizations, or member-based organizations.
- Prior experience with client onboarding, software implementation, software support, or client training.
- Experience working in a ticketing system or help desk environment.
- Work-from-home position
- Health, dental, and vision insurance
- Paid PTO and holidays
- Company-provided laptop
- Opportunity to work with a growing software company serving the private club industry
The ideal candidate is dependable, organized, client-focused, and comfortable working directly with clients in a software support environment. They should enjoy solving problems, learning new systems, managing a support ticket queue, and helping clients successfully use Cobalt’s software.
- This person should be able to provide excellent client service while also meeting measurable support productivity expectations. They should be comfortable working independently, communicating clearly, and collaborating with internal teams to resolve client issues efficiently.