Customer Care Specialist

Job description

Position:             Customer Care Specialist (Pacific Time Zone)

Department:      Support / Member Services

Reports to:          Customer Care Manager

Location:             Work-from-home / Full-time

Compensation: $59,500 - $65,450

Open through:   August 5, 2025

Tessitura is a non-profit company dedicated to helping arts and cultural organizations thrive.

CRM lies at the heart of our mission and our technology platform. With Tessitura in their toolkit, organizations can achieve their goals with ease.

The Tessitura community includes over 800 cultural institutions in ten countries. Our staff provide ²⁴⁄₇ support and offer guidance to grow revenue and build lifelong engagement.

Job Summary:

This position operates as part of the Tessitura Support Specialists team, within the broader Member Services team. The Customer Care Specialist will facilitate the relationship between Tessitura Network and their community by answering incoming calls and live chats, assessing needs, and resolving or assigning resources to ensure satisfaction in the overall engagement with the Tessitura Network staff, software and products. This contributes to our team mission of meeting Tessitura Network Members, partners, and staff on their terms, with a familiarity of their business and knowledge of the software’s capabilities, maximizing the potential of each organizational within the community.

Specific Responsibilities:

• Provide professional customer service to Tessitura Network Members, partners, and staff in a timely and accurate manner.
• Answer incoming calls and live chats to the Customer Care Support Hotline.
• Through various channels, fulfill service requests, inquiries and resolve reported issues related to Tessitura products and the hosting environment.
• Administer Tier 1 Support by isolating the scope of the reported issues, collecting any applicable materials and following defined pipelines to a resolution for Tessitura Network software and products.
• Facilitate training of Tessitura Members, partner, and staff when needed.
• Actively contribute to our technical knowledge base, online community, and other technical documentation.
• Perform administrative tasks in the hosting environment as needed for Tessitura Network members.
• Potential travel 1-2 times per year for conference or team meetings.
• Other duties as assigned.

General Responsibilities:

• To drive outcomes that deepen the relationship between our members and the Tessitura company, Tessitura software and Tessitura community.
• As a term of employment, the post holder may be required to undertake such other duties and / or times of work as may be reasonably be required commensurate with the general level of responsibility within the Company.

Required Skills and Experience:

• Experience with Tessitura software and product suite is required.
• Excellent call center or customer service experience.
• Excellent listening and communication skills with an empathetic manner.
• Proficiency in diffusing critical situations by calmly communicating with users to acknowledge, understand, manage, and resolve concerns.
• Self-starter with ability to work well independently and in groups efficiently in a virtual environment.
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both.
• Exceptional analytical, critical thinking, troubleshooting and problem-solving skills.
• Capacity to explain complex concepts and situations to people with varying ranges of technical understanding.
• Ability to multi-task successfully while maintaining an agile mindset.

How to apply

Please apply by using the online form. If you have any questions or need assistance, please contact us at [email protected]

Our company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, as well as providing a workplace of mutual respect, free of any discrimination or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Benefits and Compensation

The compensation reflects a U.S. salary range based on current market data. The candidate’s skills, experience, and other relevant factors will determine the final compensation.

Tessitura Network offers a comprehensive and robust benefits package designed to support our employees’ well-being. Our offerings include various medical, dental, and vision plans, as well as life and AD&D insurance, disability insurance, employee assistance programs, and a 401(k) retirement plan with employer match. We prioritize work-life balance by providing generous paid time off, including vacation and sick leave, 12 weeks of paid parental leave, a 7-week sabbatical after seven years of service, and a recharge week between Christmas and New Year’s. These benefits are available to our fully remote team, with adjustments made as required by local laws.

Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment

At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, but it will also fuel collaboration, innovation and creativity as we deliver on our mission.

Creating an environment where everyone feels safe and comfortable in bringing their authentic selves to work is both our pledge and our passion.

Ultimately, providing an accessible and inclusive workplace will allow the Tessitura community to thrive.

Equal Opportunity

Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual’s qualifications, merit and performance.