Swooped Hiring for Customer Support Associate at United States Full Time

About Our Client

Based in Washington, D.C., the hiring company is a fast-growing software company and is a leading provider of workflow software and information services for government affairs professionals across various markets. The company allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government.

The hiring company provides mission-critical solutions to public affairs professionals globally and serves over 2,000 customers, including over 50% of the Fortune 100. The company recently acquired Capitol Canary, a market leader in grassroots advocacy software.

About The Role

As a Customer Support Associate, you will be responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionalities. This role requires excellent communication and troubleshooting skills.

What You’ll Do

• First Week: Learn the ins and outs of the company’s platform, test common use cases, and get to know the team.
• First Month: Provide direct support to clients with assistance and continue to develop knowledge of the product and user interactions.
• First Six Months: Take point on helping users understand how best to use the platform through support interactions and self-service offerings.
• First Year: Build out Help Center resources, product guides, and collaborate with the team to enhance product usability.

About You

• Experience in a customer service center or help desk environment.
• Ability to provide customer service through email, in-app chat, and Slack.
• Familiarity with ticketing solutions such as Atlassian, Jira, ZenDesk, Salesforce Service Cloud, etc.
• Strong communication skills, both written and verbal.
• Attention to detail and ability to follow processes correctly.

About the Customer Success Team

• Responsible for ensuring clients have an amazing experience with the company.
• Provide product demonstrations and trainings promoting best practices in government affairs.
• Act as advocates for clients, addressing challenges quickly and creatively.
• Develop personal relationships with users and team members.

Our Work Environment

• Hybrid team with flexible work options.
• Eligible for permanent work-from-home status.
• Vibrant office space in Washington, DC, easily accessible by metro, bus, and rideshares.
• Team-building events and activities both in-person and remote.

Compensation Structure:

• Base Salary: $44,000.00 – $52,000.00
• Variable Compensation: Up to $6,500.00 in bonuses
• On-Target Earnings (OTE): $50,500 – $58,500.00

Benefits:

• Unlimited Paid Time Off
• Company holidays and additional days off for team members
• Subscription to the Calm app and professional development stipend
• 401k match and choice of medical, dental, and vision insurance plans
• Virtual and in-person team events