Client Support Specialist

Client Support Specialist
📍 Location: Philippines (remote, with overlap to U.S. hours)
👤 Reporting to: Client Success Manager
👥 Team: Client Success
About Us CGA Press Mashup.mp4
Campus Guardian Angel is the school safety arm of Mithril Defense, a U.S.-based defense technology company that’s been featured on national news and across dozens of states.
We’re building a new category in safety: pilot-operated, less lethal drones delivered as a managed service to give staff and first responders visibility and time in the first minute of a crisis so students, teachers, and communities can get to safety.
Our team brings together Navy SEALs, SWAT veterans, engineers, and some of the best drone racing pilots in the world. It’s not the usual mix - but that’s the point. We’re not here to do business as usual.
Why This Role Exists
Our customers are deploying a new kind of technology in environments where reliability, responsiveness, and confidence matter. As Campus Guardian Angel grows, the quality of our customer support experience needs to grow with it.
That is why we are hiring a Client Support Specialist.
This role owns the customer support experience from issue identification through resolution. You will coordinate troubleshooting, bring the right people together, communicate clearly with customers, and make sure issues do not get lost between teams.
You will also help us build the systems, processes, training, and best practices that allow our support organization to scale without sacrificing responsiveness or customer confidence.
You bring structure and accountability to customer issues. When a customer knows exactly what is happening, who is working on it, and what comes next, that success is driven by you.
What You’ll Actually Do Here
This is a role focused on customer experience, issue resolution, and technical coordination.. You will work directly with customers and internal teams to make sure issues are resolved quickly and effectively.
Examples of what this looks like:
Owning customer issues from initial report through resolution.
Serving as a point of contact for customer support questions, escalations, and technical issues.
Diagnosing customer issues, identifying root causes, and determining the appropriate path to resolution.
Tracking open issues, priorities, dependencies, and next steps to ensure nothing falls through the cracks.
Ensuring customers receive timely, clear, and proactive communication throughout the resolution process.
Maintaining a high standard of customer experience during both routine support requests and escalated issues.
Escalating complex issues to the appropriate internal team while maintaining ownership of the customer experience.
Coordinating troubleshooting efforts across Customer Success, Operations, Product, Engineering, and other internal teams.
Working across functions to bring the right resources together to resolve customer issues.
Ensuring customer-impacting issues are communicated clearly and moved toward resolution.
Identifying recurring customer issues and working with internal teams to address the underlying causes.
Helping establish customer support standards, processes, and best practices as the company scales.
Gathering, documenting, and categorizing customer issues and feedback to identify recurring problems, trends, and opportunities for improvement across Operations, Product, and Leadership.
Contribute across functions as needed to support overall company success, including taking ownership of emerging priorities not explicitly defined above.
You will be trusted to represent Campus Guardian Angel directly with customers and partners. Strong communication, customer judgment, product knowledge, and disciplined follow-through are essential to success in this role.
What We’re Looking For
We are looking for someone who can take a customer problem and turn it into a clear path to resolution. This role requires someone who can balance customer needs with operational realities, coordinate across teams, and maintain a high standard of service even when issues are complex or time-sensitive.
You are likely someone who:
Has at least 5 years of experience in customer support, technical support (preferred), customer success, operations, or a similar function.
Has at least 3 years of experience managing and supporting U.S.-based customer accounts.
Has experience in creating, maintaining, and organizing clear and accurate documentation, including support records, troubleshooting guides, processes, and customer issue documentation.
Has experience working in a startup environment and is comfortable operating in a fast-paced, evolving organization where things move quickly and being proactive makes all the difference
Communicates exceptionally well, both verbally and in writing
Can adapt their communication style to customers, executives, technical teams, and internal stakeholders, while clearly explaining technical and operational issues in a simple, accessible way without unnecessary jargon
Is highly organized and comfortable managing multiple customer issues and priorities simultaneously, proactive and sees problems before they become larger customer or operational issues
Strong ability to track customer issues across teams, monitor progress and dependencies, and ensure each issue has clear ownership, next steps, and timely resolution
Remains calm, professional, and solutions-oriented when handling frustrated customers or time-sensitive issues, while building trust through responsiveness, clear communication, follow-through, and accountability
Technical experience is a strong plus, but we care just as much about how you think, communicate, solve problems, and take ownership.
This role serves as a critical link between our customers and the rest of the organization. Strong communication, customer experience judgment, analytical thinking, and the ability to coordinate people and resources are essential for success.
Why Join Us
This isn’t just another Client Support Specialist role. It’s a chance to support a mission that delivers new technology in school safety - helping protect and save lives in the first seconds of a crisis.
Real impact. You will help ensure schools, districts, and first responders have the support they need to confidently use technology designed to support them during critical incidents.
Shape the platform from the ground up.
Grow with a fast-scaling international team that values precision, bold thinking, and mission-driven innovation.
Competitive compensation and opportunities to grow.

Work arrangement
Yes