[Hiring] Client Support Specialist @ClearGov

Role Description

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. The CSS answers questions and resolves or escalates client issues with accuracy, empathy, and efficiency, becoming an expert on ClearGov's products and how clients use them. When not responding to inbound requests, the CSS helps create and maintain Support Center content (articles, tutorials, checklists). This role requires availability for the following shift: 8:00 AM-5:00 PM ET.

Key Responsibilities

• Master ClearGov's Software:
  • Learn, in detail, how client financial data flows through our products; stay current as new features and products launch.
• Provide First-Line Support:
  • Investigate, diagnose, and resolve technical/non-technical client issues across phone, email, chat, and remote (Zoom) sessions.
• Be a Proactive Problem Solver:
  • Resolve customer issues quickly, efficiently, and correctly, anticipating challenges before they escalate.
• Manage Complaints & Feedback:
  • Address concerns professionally, follow up to confirm resolution, and share client feedback to improve the product.
• Collaborate Cross-Functionally:
  • Partner with Product, Data, TCSS, and Client Success Managers to ensure client satisfaction and continuous improvement.
• Coordinate Escalations:
  • Work directly with the LTWO team to prioritize and resolve bug fixes.
• Communicate with Precision:
  • Tailor clear, concise communication to internal and external stakeholders; manage your workload to meet deadlines.
• Drive Client Success:
  • Advocate for client needs, build trusted relationships, and champion their journey toward their goals.
• Support Content Creation:
  • Help build and maintain Support Center articles, tutorials, and checklists based on ongoing support trends.

Qualifications

• Proven customer service experience across multiple support channels.
• Excellent oral and written communication; able to explain technical concepts clearly.
• Technical aptitude with a quick ability to master ClearGov's product suite.
• Strong, proactive troubleshooting skills; knows when to escalate to Tier 2 support.
• Skilled at multitasking and prioritizing in a fast-paced environment.
• Experience with Zendesk a plus; experience with Jira a plus.
• Experience with local governments or school districts is a definite plus.

Compensation

In the spirit of transparency, we are excited to share the base salary for this position is $60,000 - $70,000 USD and 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

• Medical, dental & vision insurance
• FSA, HSA, and/or Dependent Care FSA (US)
• Life + AD&D insurance, plus short-term and long-term disability insurance (US)
• Life + disability insurance (Canada)
• 401(k) (US) / RRSP (Canada) with 3.5% match
• 10 company holidays
• 3 wellness days
• Paid vacation time off
• Sick and safe time off
• Paid parental leave
• Paid bereavement leave
• Paid jury duty + civic service leave
• Employee assistance program
• 2 summer days + annual end-of-year "Dimming of the Lights"
• Employee referral bonus program

How to Apply

Ready to join us? Apply online today!

Equal Opportunity Employer

ClearGov is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, age, or any other protected characteristic. Hiring decisions are based solely on qualifications, merit, and business needs.