Client Support Specialist

Our mission is to create easy-to-use software to help local governments plan, budget and report better. ClearGov is a rapidly growing, venture-funded SaaS company that offers a complete planning, budgeting and financial reporting suite that enables local governments to plan, build, and present their financials more efficiently and effectively. We're a mission-driven company that envisions a world where modern software enables every local government to best serve and improve its community.

Our software is utilized nationwide by more than a thousand towns, cities, school districts, and other local agencies who are part of the ClearGov community, and we're adding more every day. We've been named to the "GovTech 100" for eight years running, and we're on BostInno's "50 On Fire" list, as well. ClearGov also earned a place on the Inc. 5000 list of America's Fastest Growing Companies for four consecutive years: 2021, 2022, 2023 and 2024.

The ClearGov team is a tight-knit group of talented folks who are passionate about our mission and committed to building a positive, productive company culture. We believe in a work-hard/play-hard environment, and every day, we strive to get better at our work, all while being considerate, trustworthy, and transparent in everything we do.

Core Values

• Be Clear: We strive to be open in all that we do because we believe that transparency is the foundation upon which all meaningful relationships are built.
• Be Trustworthy: We always act with integrity and keep our word because we believe that honest people are authentic, consistent, and dependable and that those traits form the cornerstone for success and well-being.
• Be Considerate: We are mindful about the impact that our comments and actions will have on others because we want to build a compassionate, inclusive environment that nurtures all individuals and communities.
• Be Positive: We believe that the first step in getting something done is believing that it can be done because we know that positive energy brings enthusiasm, excitement, and empowerment to the team.
• Be Better: We constantly ask ourselves, "How can we do this better?" because we know that our families, colleagues, investors, and customers depend on the results we deliver every day.
• Be Fierce: We seek to have bold conversations that interrogate reality and provoke learning to help us tackle our toughest challenges and enrich relationships.
• Be Fun: We value the lighter side of life because we believe that balance, laughter, and enjoying every moment fuel the soul.
  

We're looking for a Client Support Specialist (CSS) with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The CSS will answer questions and resolve or escalate any emerging client issues with accuracy, empathy, and efficiency. The CSS will be an expert on the functionality of our products and how clients can use that functionality to accomplish their goals. When not responding to inbound client requests, the CSS will assist with creating and maintaining Support Center content such as articles, tutorials & checklists.

Shift Requirements:
This position requires availability for one of the following shifts:

• 12:00 pm to 8:00 pm EST
• 10:30 am to 6:30 pm EST

Candidates must be available for one of these shifts and should be comfortable providing support during these hours.

• Master ClearGov's Software Products: Develop an in-depth understanding of ClearGov's software solutions, including how clients' financial data flows through these products. Stay up-to-date as new features and products are released.
• Provide Multichannel Support: Deliver first-level technical support to clients through email, phone, and remote sessions (Zoom), ensuring clear, accurate, and empathetic communication.
• Troubleshoot and Resolve Issues: Investigate client concerns, provide solutions, and escalate complex issues to Tier 2 support when necessary. Collaborate with product and data teams using established processes.
• Manage Client Complaints and Feedback: Address client complaints professionally, offer appropriate solutions, and follow up to ensure resolution. Collect and communicate client feedback to enhance product usability and functionality.
• Collaborate with Client Success: Partner with Client Success Managers to maintain high client satisfaction and foster strong client relationships.
• Enhance Support Center Resources: Utilize your product expertise to create and maintain Support Center content, including articles, tutorials, and checklists that empower clients to accomplish their goals.
• Continuous Improvement: Contribute to process and system enhancements that improve support team efficiency and client satisfaction.

• Customer Service Excellence: Proven experience in customer service, with a strong commitment to delivering a positive customer experience across multiple support channels.
• Clear and Effective Communication: Exceptional oral and written communication skills, with the ability to explain complex technical concepts clearly and appropriately for the audience.
• Technical Aptitude: Familiarity with software concepts and the ability to quickly learn and master ClearGov's product suite, including how client financial data flows through these solutions.
• Problem-Solving Skills: Strong troubleshooting abilities with a proactive approach to identifying solutions. Capable of independently resolving client issues or escalating to Tier 2 when needed.
• Multitasking and Time Management: Ability to manage multiple client interactions and prioritize tasks effectively in a fast-paced environment.
• Experience with Support Tools: Proficiency in using Zendesk for support ticket management. Experience configuring Zendesk and working with Jira is a plus.
• Collaboration and Teamwork: Comfortable working closely with Client Success Managers, Product, and Data teams to resolve client issues and enhance the support process.
• Customer-Focused Experience: Prior experience working with local governments, school districts, or similar organizations is highly valued.

• Self-Motivated and Driven: Proactively takes initiative, consistently seeking ways to improve processes and achieve goals.
• Exceptional Communicator: Demonstrates strong verbal and written communication skills, capable of explaining complex information clearly and effectively.
• Creative Problem Solver: Enjoys tackling challenging problems and developing innovative solutions, with a hands-on approach to troubleshooting.
• Quick Learner: Quickly grasps new concepts, software features, and industry-specific knowledge, becoming an expert in ClearGov's products.
• Client-Focused Mindset: Committed to providing outstanding support and ensuring a positive client experience.
• Adaptable and Resilient: Comfortable working in a fast-paced, ever-evolving environment, maintaining a positive attitude even when facing challenges.
• Fun and Approachable: Brings a sense of humor to the team, enjoys a positive work culture, and doesn't take themselves too seriously.

• Flexible, remote work
• Chance to make a meaningful impact on government and school district transparency and accountability
• Opportunity to work in a fast-paced, fun, and collaborative environment
• Competitive salary and benefits package (see below)
• Professional growth opportunities

• In the spirit of transparency, we are excited to share the base salary for this position is $55,000 - $70,000 exclusive of fringe benefits or potential bonuses. If you are hired at ClearGov, your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

• Competitive Salary
• Equity Package
• Quality Medical, Dental, and Vision Insurance Plans
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Short and Long Term Disability Insurance
• Life Insurance
• John Hancock 401K Plan with Match
• Flexible Personal Time Off Policy
• 3 Floating Holidays (in addition to 10 Holidays Observed)
• 2 Volunteer Days Off
• Parental Leave
• Employee Referral Bonus
• Annual All Hands In-Person Event

• Interested candidates should apply here: https://cleargov.applytojob.com/apply/jW2F520MzU/Client-Support-Specialist
• ClearGov is an equal opportunity employer and values diversity in the workplace. We encourage individuals of all backgrounds to apply.

ClearGov is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, gender identity and expressions, national origin, disability, genetic information, pregnancy, veteran status, age, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. ClearGov makes hiring decisions based solely on qualifications, merit, and business needs at the time.

At ClearGov, we believe in the value of diversity, and we know that diverse perspectives will help us build a stronger team to accomplish our shared mission to help local governments work better.