What are the responsibilities and job description for the Client Service Specialist position at TOOTRiS?
About TOOTRiS
TOOTRiS is transforming the child care landscape by making child care a mainstream employer benefit. We partner with employers across the country to provide working families with access to quality, affordable child care and our Customer Experience team is at the center of delivering that promise.
Position Overview
We are seeking a professional and detail-oriented Client Service Specialist to join our Customer Experience team in San Diego. This client-facing role is responsible for delivering hands-on support across accounts and partners, ensuring client needs are met with accuracy, efficiency, and professionalism. The ideal candidate is proactive, organized, and comfortable managing a varied workload that spans implementation support, training, ticket management, quality assurance, and outreach.
Key Responsibilities
- Guide clients through platform setup, complete required configurations, and ensure readiness before go-live
- Conduct ongoing training for client contacts and end users to support platform adoption and correct utilization
- Monitor and manage the Zendesk queue, categorizing, routing, and resolving tickets in accordance with established SLA guidelines
- Respond to inbound support questions from clients and partners, routing requests to the appropriate internal team
- Handle outbound account outreach and scheduling, including follow-up communications, meeting coordination, and status check-ins
- Maintain accurate records across Salesforce, Zendesk, and shared drives
- Support coordination across CX, Implementation, Support, Billing, and Sales to ensure client needs are addressed completely
- Assist with Jira ticket creation and follow-through for technical or operational requests
- Provide day-to-day administrative support to CSMs and VP, CX including reporting pulls, meeting notes, and action item distribution
Qualifications
- Bachelor's degree preferred, or equivalent combination of education and experience
- 2–4 years of experience in a client-facing support, account coordination, or customer success role
- Experience working with SaaS platforms, HR tech, benefits, or child care is highly preferred
- Strong written and verbal communication skills with the ability to engage clients and partners professionally
- Experience with Salesforce, Zendesk, or similar CRM and ticketing tools
- Familiarity with Jira, Microsoft Shared Drive, or similar tools is a plus
- Self-motivated, proactive, and comfortable working independently while collaborating cross-functionally
- Must be able to work from the San Diego office
- Must pass a background check
Why TOOTRiS?
- Mission-driven company transforming the child care landscape
- Collaborative and inclusive work environment
- Opportunities for growth and professional development
- Competitive benefits package
- Compensation: $70,000 – $80,000 annually, depending on experience.
Salary : $70,000 - $80,000