Job Description
About the Role
Peoplevine helps member-based organizations and hospitality groups deliver exceptional guest and member experiences through one integrated CRM platform. Our customers — typically business owners and hospitality operators who aren’t deeply technical — depend on us to keep complex workflows running. When something breaks or doesn’t behave as expected, they come to you.
This is a genuinely technical support role. Within your first few months, you’ll be reading logs, mapping out integration logic, and diagnosing issues that don’t have obvious answers. You’ll need to understand not just what a customer is seeing, but why — and that requires digging into the platform at a level most support roles don’t demand.
The right person for this role is comfortable moving between a customer-facing conversation and a raw log file without missing a beat. You’re patient with people who aren’t technical, relentless when tracking down a bug, and honest when you need to escalate. We’re a small, fast-moving team — your contributions are visible, the pace is real, and there’s meaningful room to grow for someone who performs.
What You’ll Do
Technical Troubleshooting & Issue Resolution
• Investigate and resolve complex technical issues by reading logs, tracing API requests and responses, and identifying root causes — not just symptoms.
• Troubleshoot integration failures between Peoplevine and third-party platforms, walking through data flows step by step to isolate where things break.
• Reproduce issues in a test environment, document findings with precision, and escalate to engineering with a complete technical picture — not just a customer complaint.
• Handle a full spectrum of support requests: membership and billing issues at one end, misconfigurations and data sync failures at the other.
• Follow up with customers to confirm resolution and ensure they understand what happened and why.
Ticket Management & Documentation
• Log, track, and update all support interactions with technical accuracy — your notes are what the next person (or engineer) relies on.
• Meet SLAs for first response and resolution time, and flag systemic patterns before they become widespread problems.
• Maintain categorization and resolution statuses that keep the team’s reporting meaningful.
Customer Education & Enablement
• Translate technical findings into plain language explanations that business owners can act on — without making them feel out of their depth.
• Proactively surface platform features or configuration options that could prevent recurring issues.
• Contribute to the knowledge base by identifying gaps and writing or suggesting new articles based on real support volume.
What We’re Looking For
Required
• 3-5+ years in a technical support, help desk, or integration support role — SaaS platform experience required.
• Hands-on experience reading and interpreting logs, API responses, or error traces to diagnose issues.
• Working knowledge of REST APIs: what a request/response cycle looks like, how to read a payload, and how to identify a malformed call.
• Familiarity with integration concepts — webhooks, data sync, third-party connectors — and the ability to trace a data flow across systems.
• Strong written communication: you can write a clear, accurate, technically precise ticket note and then turn around and explain the same thing to a non-technical customer without losing either audience.
• Comfortable working in web-based tools, browser dev tools, and across different operating systems and devices.
• High attention to detail and strong time management — you close the loop without being reminded.
Preferred (Nice to Have)
• Experience with CRM platforms, membership management systems, or hospitality tech.
• Familiarity with ticketing tools such as Intercom, Zendesk, Freshdesk, or Jira.
• Basic HTML/CSS knowledge — enough to inspect a template, spot a rendering issue, or understand a configuration.
• Understanding of SLAs, CSAT, and support metrics.
• Experience with SQL or basic querying to pull records and verify data — a plus, not a requirement.
You’ll Thrive Here If…
• You’re the kind of person who opens the logs before asking for help.
• You take ownership — when something is yours to resolve, you stay on it.
• You communicate proactively, especially when an issue is taking longer than expected.
• You can hold a calm, clear conversation with a frustrated customer while simultaneously working through a technical problem in the background.
• You’re energized by variety and don’t need the same type of problem every day.
• You’re motivated to grow your technical depth over time and see this role as a launchpad, not a ceiling.
The Details
• Location: Hybrid, Chicago, IL (two days in office)
• Hours: 40 hours per week; one weekend day required on a rotating schedule (Saturday or Sunday), with the other day off
• Compensation: $60,000 - $80,000 salary, commensurate with experience
• Benefits: Private medical insurance; 401(k) plan; company laptop; team events
Why Peoplevine
We’re a small team building something meaningful — technology that helps real businesses create better experiences for their members and guests. In this role, you’ll work across the full depth of our platform, collaborate directly with product and engineering, and develop technical skills that most support roles don’t offer. If you want to grow fast, do real work, and be part of a team where your name is known and your contributions matter — this is the right place.
Peoplevine helps member-based organizations and hospitality groups deliver exceptional guest and member experiences through one integrated CRM platform. Our customers — typically business owners and hospitality operators who aren’t deeply technical — depend on us to keep complex workflows running. When something breaks or doesn’t behave as expected, they come to you.
This is a genuinely technical support role. Within your first few months, you’ll be reading logs, mapping out integration logic, and diagnosing issues that don’t have obvious answers. You’ll need to understand not just what a customer is seeing, but why — and that requires digging into the platform at a level most support roles don’t demand.
The right person for this role is comfortable moving between a customer-facing conversation and a raw log file without missing a beat. You’re patient with people who aren’t technical, relentless when tracking down a bug, and honest when you need to escalate. We’re a small, fast-moving team — your contributions are visible, the pace is real, and there’s meaningful room to grow for someone who performs.
What You’ll Do
Technical Troubleshooting & Issue Resolution
• Investigate and resolve complex technical issues by reading logs, tracing API requests and responses, and identifying root causes — not just symptoms.
• Troubleshoot integration failures between Peoplevine and third-party platforms, walking through data flows step by step to isolate where things break.
• Reproduce issues in a test environment, document findings with precision, and escalate to engineering with a complete technical picture — not just a customer complaint.
• Handle a full spectrum of support requests: membership and billing issues at one end, misconfigurations and data sync failures at the other.
• Follow up with customers to confirm resolution and ensure they understand what happened and why.
Ticket Management & Documentation
• Log, track, and update all support interactions with technical accuracy — your notes are what the next person (or engineer) relies on.
• Meet SLAs for first response and resolution time, and flag systemic patterns before they become widespread problems.
• Maintain categorization and resolution statuses that keep the team’s reporting meaningful.
Customer Education & Enablement
• Translate technical findings into plain language explanations that business owners can act on — without making them feel out of their depth.
• Proactively surface platform features or configuration options that could prevent recurring issues.
• Contribute to the knowledge base by identifying gaps and writing or suggesting new articles based on real support volume.
What We’re Looking For
Required
• 3-5+ years in a technical support, help desk, or integration support role — SaaS platform experience required.
• Hands-on experience reading and interpreting logs, API responses, or error traces to diagnose issues.
• Working knowledge of REST APIs: what a request/response cycle looks like, how to read a payload, and how to identify a malformed call.
• Familiarity with integration concepts — webhooks, data sync, third-party connectors — and the ability to trace a data flow across systems.
• Strong written communication: you can write a clear, accurate, technically precise ticket note and then turn around and explain the same thing to a non-technical customer without losing either audience.
• Comfortable working in web-based tools, browser dev tools, and across different operating systems and devices.
• High attention to detail and strong time management — you close the loop without being reminded.
Preferred (Nice to Have)
• Experience with CRM platforms, membership management systems, or hospitality tech.
• Familiarity with ticketing tools such as Intercom, Zendesk, Freshdesk, or Jira.
• Basic HTML/CSS knowledge — enough to inspect a template, spot a rendering issue, or understand a configuration.
• Understanding of SLAs, CSAT, and support metrics.
• Experience with SQL or basic querying to pull records and verify data — a plus, not a requirement.
You’ll Thrive Here If…
• You’re the kind of person who opens the logs before asking for help.
• You take ownership — when something is yours to resolve, you stay on it.
• You communicate proactively, especially when an issue is taking longer than expected.
• You can hold a calm, clear conversation with a frustrated customer while simultaneously working through a technical problem in the background.
• You’re energized by variety and don’t need the same type of problem every day.
• You’re motivated to grow your technical depth over time and see this role as a launchpad, not a ceiling.
The Details
• Location: Hybrid, Chicago, IL (two days in office)
• Hours: 40 hours per week; one weekend day required on a rotating schedule (Saturday or Sunday), with the other day off
• Compensation: $60,000 - $80,000 salary, commensurate with experience
• Benefits: Private medical insurance; 401(k) plan; company laptop; team events
Why Peoplevine
We’re a small team building something meaningful — technology that helps real businesses create better experiences for their members and guests. In this role, you’ll work across the full depth of our platform, collaborate directly with product and engineering, and develop technical skills that most support roles don’t offer. If you want to grow fast, do real work, and be part of a team where your name is known and your contributions matter — this is the right place.
💡 Quick Summary
Seeking a career-building opportunity? The Technical Support Representative position is now open for candidates interested in the Customer Care Executive sector. This role in Chicago offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.
