We are presently looking for a Senior Customer Care Specialist to provide day-to-day support to new and existing customers. In this position, the lead will monitor and mentor a team of customer care specialists and assist with workload and escalation activities. Activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.

Key Responsibilities

• Team Leadership & Mentorship: Monitor daily queue management, assist with workload distribution in Salesforce/Zendesk, and mentor team members to support department performance and skill development.
• Account & Stakeholder Management: Serve as the main point of contact and Subject Matter Expert (SME) for key customer accounts, leading client meetings and cross-functional collaborations with Sales and Technical teams.
• Technical Support & Escalations: Diagnose, troubleshoot, and prioritize complex product issues, effectively escalating critical problems to internal engineering and technical staff when necessary.
• Process & Project Management: Coordinate special projects, maintain detailed documentation (agendas, minutes, action items), and participate in on-call support rotation to ensure seamless 24/7 coverage.

• Associates or Bachelor’s degree in a technical discipline
• Degree in a technical discipline with 5+ years of customer-facing experience leading accounts, handling escalations, and using tools like Salesforce, Zendesk, and Google/Microsoft Suites (multilingual skills in French or Portuguese a plus).
• Basic knowledge of custom software applications used at the Gracenote Queensbury NY office is helpful.
• French and or Portuguese language skills are a plus.

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