Manager Client Support Central US Time Zone Preferred
Manager Client Support Central US Time Zone Preferred
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Job Description
About ClearGov
Our mission is to create easytouse software to help local governments plan budget and report better. ClearGov is a rapidly growing venturefunded 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. Were a missiondriven 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 were adding more every day. Weve been named to the GovTech 100 for eight years running and were on BostInnos 50 On Fire list as well. ClearGov also earned a place on the Inc. 5000 list of Americas Fastest Growing Companies for four consecutive years:and 2024.
The ClearGov team is a tightknit group of talented folks who are passionate about our mission and committed to building a positive productive company culture. We believe in a workhard/playhard 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 wellbeing.
- 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.
About the Opportunity
The Manager of Client Support will lead and scale our Client Support team ensuring we deliver fast empathetic and effective support to our local government clients. This role is ideal for someone with at least two years of experience managing a customer support team within a SaaS organization previous roles in government or GovTech experience is a plus. The ideal candidate is a strong people leader processdriven and ready to optimize support operations as we continue to expand.
Key Responsibilities:
- Lead mentor and develop the Client Support team fostering a highperformance and clientfocused culture.
- Refine and scale support processes to drive efficiency and improve the customer experience.
- Optimize Zendesk by improving workflows automation and reporting to enhance support operations.
- Introduce realtime support (e.g. chat or phonebased assistance) to improve response times and client satisfaction.
- Own key support metrics including response time resolution time CSAT and ticket deflection.
- Collaborate crossfunctionally with Product Engineering and Client Success teams to ensure a seamless client experience.
- Act as an escalation point for complex client issues ensuring resolution and longterm satisfaction.
- Drive process improvements by identifying trends gaps and opportunities to enhance customer support efficiency.
- Advocate for our clients by providing feedback to Product and Engineering teams to improve usability and functionality
Critical Skills/Experience:
- 2 years of experience managing a customer support team in a SaaS organization
- Deep experience with Zendesk (administration/configuration experience a plus)
- Proven track record of scaling and optimizing support teams in a fastpaced environment
- Experience implementing realtime support strategies (chat phone etc.
- Strong leadership and coaching skills with a passion for team development
- Excellent communication and problemsolving skillsable to distill technical issues into clear actionable solutions
- Ability to balance highlevel strategy with handson
- Experience working with local governments or GovTech is a plus
- Familiarity with Jira or similar tools for tracking issues and collaborating with Product teams
The Ideal ClearGov Candidate:
- Selfmotivated selfstarter with a zeal to win
- Great communicator; strong oral and written skills
- Ability to think creatively and innovatively
- Handson problem solver that enjoys cracking difficult nuts
- Quick study able to pick up and apply new concepts in a hurry
- Track record of achievement
- Enjoys working on and helping to build outstanding teams
- Demonstrates an entrepreneurial spirit and gets stuff done
- A sense of humor and doesnt take him/herself too seriously
Why Join Us:
- Flexible remote work
- Chance to make a meaningful impact on government and school district transparency and accountability
- Opportunity to work in a fastpaced fun and collaborative environment
- Competitive salary and benefits package (see below)
- Professional growth opportunities
Benefits:
- 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
- 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 InPerson Event
How to Apply:
- Interested candidates should apply here: is an equal opportunity employer and values diversity in the workplace. We encourage individuals of all backgrounds to apply.
#LIER1
#LIRemote
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.
Required Experience:
Manager
Employment Type
Full-Time
