Client Support Specialist

About ClearGov

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. Were 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 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 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.
  

About the Opportunity

Were 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.

Key Responsibilities:

• Master ClearGovs Software Products: Develop an in-depth understanding of ClearGovs 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.

Critical Skills/Experience:

• 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 ClearGovs 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.

The Ideal ClearGov Candidate:

• 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 ClearGovs 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 doesnt take themselves 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 fast-paced fun and collaborative environment
• Competitive salary and benefits package (see below)
• Professional growth opportunities

Compensation:

• In the spirit of transparency we are excited to share the base salary for this position is $55000 - $70000 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).

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
• 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

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.

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.