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Customer Care Specialist (CCS)

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Customer Care Specialist (CCS)


Job Summary

Job Type
Job Last Posted
Job posted 5 days ago
Job Role
Customer Success, Customer Services
Employer's Industry

Job Description

WHO SHOULD APPLY? A message from our care team leader:

“We have a rockstar CCS team, and we are looking for the right person to help it grow! People who are true helpers, collaborative, and accountable will excel in this job. If you are coachable, then you are coming to the right place because your team is here to build on your strengths to help you achieve your goals.

We believe in the power of feedback; not only will we help you improve, but we will also be open to your contributions and ideas. We stay focused when it is needed, and we also know how to have fun at work and outside of the office. We are passionate about the growth of our customers, our teammates and our company.

If you find this compelling, then introduce yourself and put your best foot forward. If you don’t, then click the back button and choose a different adventure. Either way, may the Force be with you as you continue on your journey!” - Amber Costello, Manager of Customer Care

WHAT IS BROADLY? Our product enables local businesses to deliver a five-star customer experience. People have a better experience when the business is responsive, engaged, and customer-centric. By helping local businesses serve their customers better, we also help them thrive.

Our culture is diverse and inclusive and what we all have in common is that we find purpose in our work, we know our work has meaning, and we strive to learn from one another as we build Broadly together!

WHAT'S THE JOB REALLY?When customers contact Broadly for assistance, our Customer Care Specialists act as “first responders” to solve the problem if possible or escalate to another team if needed. We provide world-class customer support via phone, email and chat.

We wear multiple hats and have to switch gears often. Our future teammate will need to be able to multi-task, prioritize and adapt.

Our goal is to get customers the help that they need as quickly and efficiently as possible- our customers are running small businesses and their time is very valuable. We want to make sure they get the answers they need with ease.

Beyond providing customer support, we also advocate for our customers by providing feedback to the company about their experiences. We often have the opportunity to work on company initiatives that help improve the product and our services.

HOW DO I APPLY? Please send us your resume and a cover letter.

In your cover letter give us a better idea of who you are and why you are applying to Broadly. Need some ideas? Let us know what motivates you, how you can see your past experiences helping you succeed at the role, what your goals are and how Broadly can help you achieve them, etc.

We will consider your resume and cover letter to be an example of the BEST possible work that you can do. Please proof-read it for clear communication, proper grammar and correct formatting to make sure that you are showing us what you’ve got!

We are diligent when it comes to finding the right teammates, so our interview process is a little different! You’ll have an opportunity to meet with several people on the team and check out our office in Fells Point before final decisions are made. You can expect to hear back from us quickly if we want to move forward, so keep an eye out for messages from us!

Thank you,

The Broadly Recruiting Team

Role details:

  • Provide phone, email and/or chat support
  • Manage and prioritize our inbound support channels with speed and accuracy
  • Troubleshoot and resolve account, product, billing and technical issues
  • Drive product adoption, success and happiness with every interaction
  • Be the voice of the customer and collect feedback for product improvement
  • Improve small business' online business listings, social media pages and websites
  • Collaborate cross-functionally with other teams to improve overall customer experience
  • Brainstorm and develop process improvements to build value for Broadly
  • Assist with various internal Broadly projects (depending on skill-set) you Swiss Army knife, you!

Ought to have:

  • Strong ability to communicate with confidence, integrity and compassion over phone and email
  • Strong attention to detail and ability to multi-task and manage time
  • Ability to remain professional and composed during advanced customer situations
  • Experience with Microsoft Office (Word, Excel) and/or Google Suite
  • Experience with handling inbound calls
  • 1-2 years of related experience
  • A strong sense of humor

Lovely to have:

  • Associate's or Bachelor's degree (or in pursuit of)
  • Bilingual a huge plus as we build a diverse employee & client population.
  • Basic HTML/CSS
  • Prior startup experience
  • Experience with Salesforce and Mac OS
  • Project management skills
  • A known allegiance to a Harry Potter house (all houses welcome!)


  • Flexible Time Off: We believe that a balance between work and life is essential to happiness and success, so work hard and take the time you need
  • Health Coverage: We offer competitive coverage plans for medical, dental and vision, because you’re worth it
  • Food: We serve catered lunch every week, host company get-togethers, and stock the office with bountiful snacks
  • Fitness: Gym subsidy, commuter benefit
  • Travel: Ask us about our International Travel Stipend
  • Team Bonding: Team Outings, Weekly meet 'n' greets, Quarterly All Hands and more!
  • Equity: Stock options
  • $22.00/hour, quarterly bonuses, stock options and International Travel Stipend

Broadly is committed to providing and promoting equal opportunity for all employees and applicants. We comply fully with the spirit, as well as the letter, of all applicable local, state, and federal laws and regulations implementing the national objective of equal employment opportunity. Broadly does not discriminate in employment opportunities or practices on the basis of race, color, citizenship status, national origin, ancestry, gender, pregnancy, sexual orientation, gender identity, genetic information, age, religion, creed, physical or mental disability, marital or domestic partner status, veteran status, political or religious affiliations, height, weight, or any other characteristic protected by law.

Business Overview

Our Story

Our Mission

We champion your local business. We believe in your positive impact on the community. We connect you with modern consumers, simplify your operations, and grow your word of mouth.

Broadly was founded in 2013 by engineers, Josh Melick and Assaf Arkin, while living in Oakland. After years of watching his father’s roofing business struggle to find an effective, simple and affordable solution to market itself, Josh recognized a need in the local business community. The duo set out to find an impactful way for businesses to engage with today’s consumers.

We are 100 people strong, Series B funded, 10M annual revenue and offer a very diverse workplace full of personal and professional growth opportunities!  Read our reviews on Glassdoor!



Culture & Perks

Pet Friendly
Mission Driven
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