Support Specialist

| Greater Boulder Area | Hybrid
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Gloo, headquartered in beautiful Boulder Colorado, builds software for people and organizations dedicated to improving lives. We’re leveraging the same exponential tech that’s driving success in other industries and making it available through tools such as big data, custom assessments, an engagement app, and eventually an entire market network focused on growth. As one of Boulder’s most successful and innovative tech companies, Gloo needs more talented professionals who are driven to make a positive impact on humanity. Are you one of them?

As the newest member of our Support Team, you will be on the front lines ensuring a delightful and successful experience for customers, partners, and employees. Your challenge will be to promote the fast and efficient implementation of support services, providing the best solutions and an exceptional experience every single time. Not only will you be delighting our customers, you will also be supporting Gloo employees and partners. You will work with our product and engineering teams to identify and resolve technical issues and test new features before release. Providing a delightful and successful experience for our customers is key to their success—and ours!

How you’ll be spending your days:

  • Developing comprehensive knowledge of existing customer service processes, workflows, and procedures and providing consistent feedback on improvements and increased efficiencies
  • Supporting customer inquiries by managing ticket inflows using an industry-leading helpdesk management system, ensuring tickets are correctly routed and correspondence is prompt and thorough
  • Assisting in producing and maintaining organizational documentation related to Support Services
  • Implementing and iterating on customer service and helpdesk standards and best practices for workflows and processes
  • Creating and maintaining organized customer-facing Help Center articles both independently and in collaboration with the team

What it takes to be successful in this role:

  • A bachelor’s degree or equivalent professional experience
  • At least 1 year of experience working in an inbound customer support role
  • Experience working with web-, Android-, and iOS-based platforms
  • A love of technology and passion for learning new software and hardware platforms
  • A solid grasp of customer service practices—you believe in being an advocate for whoever needs help
  • Ability to troubleshoot technical issues with clients using creative, delightful, and efficient strategies
  • You are capable of organizing information into logical steps and sequences turning “tech-speak” into a digestible language
  • You are adaptable – working across organizational teams, juggling competing demands, and improving the experience is natural for you
  • Innate problem-solving skills and the awareness of when something is over your head—you’re not afraid to ask for help
  • Exceptional communication, time management, and organization skills

Our team members enjoy:

  • Compensation and bonus commensurate with experience
  • Plenty of time off to keep you balanced
  • Medical with HSA contribution
  • A dynamic, talented team, dedicated to changing the world and building an incredible business
  • Beautiful office space in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails
  • Company Happy Hour Fridays
  • Fresh fruit, snacks, coffee and sodas
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • NodeLanguages
    • GraphQLLanguages
    • Typescript Languages
    • ReactLibraries
    • SparkFrameworks
    • Next.jsFrameworks
    • Nest.jsFrameworks
    • ReactFrameworks
    • SketchDesign
    • AsanaManagement
    • WrikeManagement
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

Location

Gloo's campus is on the west end of Pearl in downtown Boulder. We are walking distance from great natural beauty and hip trendy eateries and cafes!

An Insider's view of Gloo

What are some social events your company does?

As we’ve transitioned to remote first, we have held a mixture of onsite and virtual activities to encourage connection and community. We host fun virtual events such as trivia, paint & sip, community projects, murder mysteries and more. We also have a mix of fun and educational DE&I events to celebrate the unique identities in our community.

Becky McKenzie

Director of Human Resources

What projects are you most excited about?

At Gloo, we’re building solutions that allow our customers to collaborate in new and exciting ways. In an ecosystem where partnership between our Champion customers leads to greater impact on the lives of those they serve, our mission and technology becomes a powerful means of affecting positive change in the world.

Ed Hahn

Head of Engineering, Network Exchange

What is your vision for the company?

The scope of how tech capabilities can serve personal growth is just exploding. As we continue to grow, we see a strong need to create solutions that can solve for all of these complex network challenges. Our mission is to serve Champions, help them scale, and support their purposes with great platform infrastructures.

Scott Beck

CEO

What are Gloo Perks + Benefits

Gloo Benefits Overview

Gloo provides a full suite of benefits including the basics with an additional generous HSA contribution. We also provide a performance bonus and equity. We have a great location with beautiful view of the Flat Irons, flexible hours, company sponsored events, and last but certainly not least, we have an incredible team of talented and passionate folks for you to hang out with.

Culture
Open office floor plan
Flexible work schedule
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Office Perks
Commuter benefits
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Mother's room
Professional Development Benefits
Job training & conferences

Additional Perks + Benefits

Gloo fully funds Health Savings Accounts for all employees enrolled in a qualifying High Deductible Health Plan. Specifically, we contribute $3,500 per year to those who are covering themselves, and $7,000 per year to those covering dependents.

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