Client Success Support Specialist

Founded in 2019, Civitech is a remote-first company headquartered in Austin, TX (with a co-working and collaboration space), with team members in 30 states. Civitech builds technology and data products that empower democratic candidates, progressive organizations and local governments to register voters and win elections. As a Client Success Support Specialist, you will be an essential part of our seasonal election support team, serving as the first point of contact for voters who have received mail from Civitech and are calling in for more information. You will support voters with a friendly, helpful, and responsive approach, providing them information about their registration and voting status, options to request a mailed ballot, and equipping them to successfully be part of the democratic process. This is a seasonal W2 position through November, with potential to extend. We are looking for motivated and conscientious individuals who care deeply about our mission to democratize elections and who are passionate about making a difference by supporting voters throughout the democratic process. Being a resource to support voters by phone is our most personal touch point and will have a huge impact on the outcome of elections. You will be joining a team of 4 to 6 part-time or full-time support specialists on the Client Success team, reporting directly to the Client Success Manager. Key Responsibilities Providing direct support to voters over the phone through our call platform, and occasionally through email using the HelpScout platform Serving as the first point of contact for voter inquiries about registration, mailed ballot requests, election mail, and voting options Guiding voters through state specific steps for registration, mailed ballot requests and voting procedures Resolving voter issues efficiently and professionally, escalating complex cases to senior team members when appropriate Accurately logging and tracking voter interactions in HelpScout Participating in team reflections after each mailing cycle Adaptability and comfort working in a fast-paced environment, as it is our peak season Required Qualifications Customer support experience in a call center environment Strong communication and listening skills Computer proficiency, and experience with or capacity to master tools like HelpScout and Slack Resilience and ability to de-escalate via phone in a timely manner Excellent attention to detail and organizational skills You are legally authorized to work in any of the following states: AZ, CA, CO, CT, DC, FL, GA, IL, MA, MD, MI, MN, NC, NH, NJ, NV, NY, OH, OR, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI, WY Compensation, Benefits and Position Details Compensation: $20 per hour. Classification: Temporary seasonal W2 employee, non-exempt, up to 40 hours per week. Location: Fully remote. Schedule: This role will work 8am to 2pm or 2pm to 8pm Eastern Time hours, Monday to Friday, with the possibility of weekend hours, 20 to 40 hours per week, with flexibility to shift scheduled hours to respond to call volume. Reports to the Client Success Manager. Start date: As soon as possible. End date: Through November with the potential to extend or convert to a full time position. Candidates will need to supply their own computer equipment and reliable internet. Benefits include a flexible schedule, and the ability to support voters across the country and help Civitech realize its mission to build a fairer and more equitable democracy. Small business health insurance, vision and dental are not included for seasonal employees.