Support Representative

Welcome to Jackrabbit Technologies.

Jackrabbit Technologies is the leading provider of software and services that help youth activity centers -- gymnastics, dance, cheer, swim, music, childcare, and others -- grow and operate efficiently. We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7,000 clients in 35 countries around the world.

Our Culture Empowers YOU!

We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that “awesome place” is virtual -- all of our employees enjoy the privilege of working remotely. We always have and always will.

What You'll Do:

The Support Representative serves as a frontline support resource for Jackrabbit clients, providing guidance, troubleshooting assistance, and product support across a wide range of workflows and business needs. This role is responsible for helping clients successfully utilize Jackrabbit by resolving issues, answering questions, and delivering a consistent, high-quality support experience.

You will work directly with clients through phone, chat, and ticket channels to investigate issues, recommend solutions, and provide product education. This role partners closely with Senior Support Representatives, Research Specialists, and other Client Experience teams to ensure clients receive accurate information and effective support.

As part of Jackrabbit's Knowledge-Centered Service (KCS) program, this role is expected to demonstrate Knowledge Candidate behaviors by actively using knowledge, identifying knowledge gaps, and contributing to continuous improvement efforts.

Success in this role requires strong customer service skills, effective communication, technical aptitude, problem-solving ability, and a commitment to helping clients succeed.

Key Responsibilities:

Client Support & Issue Resolution

• Provide support to clients through phone, chat, and ticket channels.
• Investigate, troubleshoot, and resolve product-related questions and issues.
• Assess client needs and determine appropriate solutions, next steps, or escalation paths.
• Meet established service levels and quality standards for responsiveness, accuracy, and communication.
• Deliver a consistent and positive client experience across all interactions.

Product Guidance & Client Education

• Educate clients on Jackrabbit functionality, workflows, and best practices.
• Guide clients through common setup, configuration, and operational processes.
• Recommend appropriate Jackrabbit product features, workflows, and best practices that address the client's operational needs.
• Support successful product adoption and ongoing utilization.
• Help clients gain confidence in using Jackrabbit effectively.

Knowledge Management & Continuous Learning

• Demonstrate Knowledge Candidate behaviors by searching for and applying knowledge before escalating issues.
• Link and reuse existing knowledge resources during client interactions.
• Identify missing, outdated, or incomplete knowledge and submit improvement requests.
• Apply KCS practices during daily support activities.
• Continuously develop product knowledge and support expertise.

Documentation & Operational Excellence

• Maintain accurate documentation of client interactions and issue resolution.
• Follow established support processes, workflows, and quality standards.
• Escalate issues appropriately when additional expertise or investigation is required.
• Contribute to team effectiveness through collaboration and knowledge sharing.
• Support operational consistency across the support organization.

Team Collaboration & Continuous Improvement

• Partner with peers and internal teams to improve client outcomes.
• Share client feedback and insights that support product and process improvements.
• Participate in training, development, and continuous learning opportunities.
• Contribute to a positive and collaborative team environment.
• Support initiatives that improve support quality and client experience.

What You're About:

Required:

• Bachelor's degree in Business, Communications, Technology, Education, or a related field; or an equivalent combination of education and relevant experience.

• 2+ years of experience in customer support, client services, technical support, or related customer-facing roles.

• Exceptional customer service and communication skills.

• Ability to troubleshoot issues and provide effective solutions.

• Strong organizational skills and attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Technical aptitude and ability to learn new systems, tools, and processes.

• Commitment to delivering a high-quality client experience.

• Ability to travel up to 10% (Charlotte-based) or 25% (non-Charlotte-based).

• Must have reliable high-speed internet access.

• Must reside in the Pacific Time Zone (PT) to ensure business continuity and lead implementations for our West Coast clients.

• Must be legally authorized to work in the United States. Jackrabbit Technologies does not provide employment-based visa sponsorship for this position.

Preferred:

• Experience supporting SaaS, software, or technology products.
• Experience working in a customer support or client-facing environment.
• Familiarity with Knowledge-Centered Service (KCS) principles.
• Experience working remotely or in a distributed team environment.

What You'll Love About Us:

• Our Culture! Check out our mission, core values and the many awards we have received as a growing business and employer of choice.
• We work remotely. We always have - we always will!
• Our Health and Wellness Benefits. Medical, Dental, Vision, Flexible Spending, HSA, and Dependent Care Accounts.
• We help you with the unexpected. Company-Paid Disability and Life Insurance. Opportunity to elect Critical Illness and Accident Insurance. Plus confidential access to legal and life counseling and mental health support available 24/7.
• Your future looks bright at Jackrabbit. 401(k) with a generous company match, access to financial planning.
• We pay you to play, rest, recharge, and balance your life. Paid Time Off, Paid Parental, Paid Caregiver, and Sabbatical leaves.
• You will grow your skills with us. Annual allowance for professional development.
• We give back. Paid Time to volunteer in your community.

Jackrabbit is committed to providing a workplace free from discrimination or harassment. We expect every member of the Jackrabbit team to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.