Client Support Specialist
Company: ClearGov
Location: Maynard
Posted on: May 25, 2025
Job Description:
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. 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.
About the OpportunityWe'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 EST10:30 am to
6:30 pm ESTCandidates must be available for one of these shifts and
should be comfortable providing support during these hours.Key
Responsibilities:
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.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 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.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 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.Why Join Us:
Flexible, remote workChance to make a
meaningful impact on government and school district transparency
and accountabilityOpportunity to work in a fast-paced, fun, and
collaborative environmentCompetitive salary and benefits package
(see below)Professional growth opportunitiesCompensation:
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).Benefits:
Competitive SalaryEquity
PackageQuality Medical, Dental, and Vision Insurance PlansFlexible
Spending AccountDependent Care Flexible Spending AccountShort and
Long Term Disability InsuranceLife InsuranceJohn Hancock 401K Plan
with MatchFlexible Personal Time Off Policy3 Floating Holidays (in
addition to 10 Holidays Observed)2 Volunteer Days OffParental
LeaveEmployee Referral BonusAnnual All Hands In-Person EventHow to
Apply:
Interested candidates should apply
here: ClearGov is an equal opportunity employer and values
diversity in the workplace. We encourage individuals of all
backgrounds to apply.
#LI-ER1
#LI-Remote
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.
Keywords: ClearGov, Westfield , Client Support Specialist, Other , Maynard, Massachusetts
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