Join Our Team as Client Support Specialist

About Boys & Girls Clubs of America (BGCA)

Boys & Girls Clubs of America is the nation’s premier youth development organization, serving nearly 4 million young people each year. We are committed to creating environments where all young people can reach their full potential as productive, caring, and responsible citizens.Through partnerships, programs, and people-first leadership, we support Clubs across the country to deliver safe, impactful, and high-quality experiences for youth and families.

Click here, Working At BGCA, to hear from our President and CEO, Jim Clark, about what makes working at Boys & Girls Club of America (BGCA) so special

About the Role

Under the direction of the Manager of Client Enablement, the Client Support Specialist provides frontline technical and customer support for MyClubHub users. This role focuses on triaging cases, resolving Tier 1 issues, and assisting with standard Tier 2 cases to ensure Clubs gain full value from the platform. Specialists play a key role in maintaining service level commitments and ensuring user satisfaction through effective communication, quick issue identification, and accurate resolution.

What You'll Do

• Serve as the first point of contact during assigned triage shifts by reviewing, categorizing, and assigning inbound cases. 
• Resolve Tier 1 and basic Tier 2 support issues related to MyClubHub and associated Salesforce functionality. 
• Escalate complex Tier 2 and above issues, as well as high-impact issues, to senior client support specialists or management as needed. 
• Maintain timely, professional, and empathetic communication with Clubs to support customer confidence and satisfaction. 
• Document troubleshooting steps, case updates, and resolutions in the ticketing system according to established processes. 
• Identify recurring support issues and suggest new or updated content for the online knowledge base. 
• Report common issues, process gaps, or training documentation needs to support continuous improvement. 

Operational / Management Responsibilities 

• Support regular triage coverage and assigned support shifts to help meet team service level expectations. 
• Assist with urgent support needs during designated after-hours support windows, as assigned. 
• Participate in cross-functional project teams, pilots, or operational improvement efforts as required. 
• Manage time effectively across daily support responsibilities, case follow-up, documentation, and project work. 

Additional Responsibilities: 

• Perform other duties as assigned by the Client Support Manager. 
• Demonstrate BGCA mission-driven values of integrity, excellence, and inclusion, and integrate those values into daily work and ways of working. 
• Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy, and other applicable policies. 
• Contribute to an approachable, collaborative, and solutions-oriented work environment. 
• Exercise sound judgment and deal effectively with ambiguity when troubleshooting issues or supporting Clubs. 

Success Measures

• Timely and accurate triage of inbound cases during assigned shifts. 
• Resolution of Tier 1 and basic Tier 2 cases within established service level expectations. 
• Clear, professional, and timely communication with Clubs throughout the support process. 
• Accurate and complete case documentation, including troubleshooting steps and resolution details. 
• Appropriate escalation of complex, high-impact, or time-sensitive issues. 
• Contribution to knowledge base improvements, process enhancements, and training documentation updates. 
• Positive customer feedback and demonstrated support of customer confidence and satisfaction. 
• Effective collaboration with support team members, senior specialists, managers, and cross-functional partners 

What You'll Bring

• Bachelor’s degree preferred. 
• Minimum of 2 years of client support, customer support, or related experience required. 
• Additional administrative or technical support experience preferred. 
• Minimum 1 year of Salesforce administration experience preferred. 
• Salesforce Administrator certification preferred. 

SKILLS, KNOWLEDGE & ABILITIES

• Strong written and verbal communication skills. 
• Ability to communicate with Clubs in a timely, professional, and empathetic manner. 
• Ability to troubleshoot technical and customer support issues with accuracy and attention to detail. 
• Solid understanding of relational databases and data best practices. 
• Working knowledge of Salesforce administration; Salesforce Administrator certification preferred. 
• Familiarity with MyClubHub or similar CRM/platform-based systems preferred. 
• Proficiency with Microsoft Office Suite, particularly Excel. 
• Ability to document support activity clearly and consistently in a ticketing system. 
• Ability to identify recurring issues and recommend improvements to support resources or processes. 
• Ability to work under time pressure, manage competing priorities, and use sound judgment. 
• High energy level and comfort balancing day-to-day support activity with project-based work. 

CORE COMPENTENCIES

Customer Support and Service Orientation 

Provides timely, professional, and solution-oriented support while delivering a positive customer experience and building strong relationships with users. 

Technical Troubleshooting 

Quickly identifies issues, analyzes root causes, and implements effective solutions while escalating more complex issues when appropriate. 

Case Triage and Prioritization 

Communicates clearly and effectively with customers and internal stakeholders, ensuring information is accurate, concise, and easy to understand. 

Salesforce Administration Support 

Demonstrates the ability to learn and navigate systems and technology, applying technical knowledge to resolve user issues and support platform functionality. 

Clear Written and Verbal Communication 

Accurately documents cases, maintains detailed records, and follows established processes to ensure quality, consistency, and knowledge sharing. 

Time Management & Prioritization 

Effectively manages multiple requests, prioritizes workload, and meets service level commitments in a fast-paced environment. 

Collaboration 

Works effectively with teammates and cross-functional partners to resolve issues, share knowledge, and support common goals. 

Continuous Learning 

Actively seeks opportunities to expand technical knowledge, improve processes, and adapt to system updates and evolving customer needs.

Work Environment & Travel

Remote: This role operates in a remote work environment and requires the ability to remain in a stationary position for extended periods, operate a computer and standard office equipment, and communicate effectively with internal and external stakeholders. Must have the ability to work a shift that covers either morning or evening hours to cover regular support hours (9:00 AM – 7:00 PM Eastern) and availability to cover urgent support calls during after-hours support (7:00 AM – 9:00 AM and 7:00 PM – 10:00 PM Eastern).

COMPENSATION

The salary range for this role is $65,000 to $75,000. BGCA takes into consideration a combination of a candidate’s education, training and experience, as well as the position’s scope and complexity, the discretion and latitude required for the role and other external and internal data when establishing a salary level. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

BGCA. An Employer of Choice

• Purpose that Inspires: At BGCA, purpose isn’t abstract, it’s actionable. Every national role contributes to strengthening local Clubs and expanding opportunity for young people across the country. Employees join because they want their work to matter, and they stay because they can see the impact of their expertise in real communities, every day.
• Energy Flexibility. Well-Being: We know meaningful work requires sustainability. BGCA supports flexible ways of working that recognize life outside of work, protect well-being, and honors thriving, not just outcomes. Our culture encourages balance, trust, and care, so people can bring their best selves to work over the long term.
• Empowering Your Growth: Growth at BGCA is enabled through meaningful work, exposure, and trust. Employees are encouraged to stretch, learn, and deepen their expertise while contributing to complex, mission-critical initiatives. Development happens through experience, collaboration, and leaders who invest in people, not just tasks.
• Supportive Leaders: Our leaders lead with integrity, clarity, and respect. They value partnership, listen actively, and create space for thoughtful decision-making. Employees stay because they feel supported, trusted to lead with expertise, and influence.
• Total Rewards Package: Our comprehensive total rewards package supports employees holistically, professionally and personally. In addition to competitive compensation and benefits, BGCA offers education and learning reimbursement, recognizing that investing in our people’s development strengthens our collective impact.

Click I*Care Values to find out about how team members demonstrate Boys & Girls Club of America’s
mission driven values, and integrate these beliefs into their environment and ways of work.

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