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Salary: USD 60,000 - 70,000 / annual
ClearGov is building the modern financial operating layer for the public sector, helping US local governments and school districts plan, budget, report, and communicate their finances. The company serves over 2,000 public sector organizations and continues to expand its platform.
The Client Support Specialist (CSS) is a first-line support role responsible for answering client questions and resolving or escalating issues with accuracy, empathy, and efficiency. The CSS becomes an expert on ClearGov's products and how clients use them, and when not responding to inbound requests, helps create and maintain Support Center content including articles, tutorials, and checklists. Primary availability is 8:00 AM–5:00 PM ET.
Key responsibilities include:
- Master ClearGov's software by learning in detail how client financial data flows through products and staying current as new features launch
- Provide first-line support by investigating, diagnosing, and resolving technical and non-technical issues across phone, email, chat, and remote sessions
- Proactively solve customer issues quickly, efficiently, and correctly, anticipating challenges before escalation
- Address complaints and feedback professionally, follow up to confirm resolution, and share client feedback to improve the product
- Collaborate cross-functionally with Product, Data, TCSS, and Client Success Managers to ensure client satisfaction
- Coordinate escalations with the LTWO team to prioritize and resolve bug fixes
- Communicate with precision, tailoring clear messages to internal and external stakeholders while managing workload to meet deadlines
- Advocate for client needs, build trusted relationships, and champion their journey toward goals
- Support content creation by building and maintaining Support Center resources based on support trends
Requirements:
- Proven customer service experience across multiple support channels
- Excellent oral and written communication skills; ability to explain technical concepts clearly
- Technical aptitude with 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 (definite plus)
