Senior Client Success Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• The Client Success team at Code for America ensures clients receive timely, accurate answers and respectful support while accessing public benefits.

• In the role of Senior Advocate, Client Success, you will play a key role in the tactical execution of Client Success initiatives in partnership with Client Success leadership, while also directly engaging in daily client support.

• As a Senior Client Success Advocate, you will collaborate with internal teams, external strategic partners, and community organizations to manage projects, work alongside product teams, and assess the program's impact.

• This position will also enhance the quality and domain expertise of our broader Client Success discipline.

• You will actively participate in the daily responsibilities of addressing client inquiries.

⛳️ Requirements

• Prior experience in a client-facing support capacity (such as call center, case management, customer success, or similar); no specific degree is required.

• Excellent written and verbal communication skills, with confidence in addressing large groups, facilitating discussions, and delivering presentations.

• Proven ability to foster alignment and relationships across various disciplines (engineering, product, service design, data science, qualitative research) and within governmental contexts, as part of a distributed team.

• Skilled in effectively communicating with distressed or upset clients, employing non-violent communication and de-escalation strategies.

• Comfortable navigating ambiguity with minimal guidance, demonstrating sound judgment on when to escalate or seek consultation on decisions.

• Strong project management abilities, capable of prioritizing multiple workflows in a fast-paced environment, following through, and executing tasks with attention to detail while maintaining composure under pressure and tight deadlines.

• Experience in meeting preparation, including setting agendas, preparing materials, and considering logistical factors.

• Familiarity with customer service and retention best practices, along with a willingness to learn new software tools (e.g., Intercom or similar platforms).

• Experience in data handling and trend analysis.

• Flexible approach to effectively working in an uncertain civic tech landscape.

• Availability for occasional evening or weekend work during peak seasonal periods, particularly for staff assigned to specialized product support roles. Schedule adjustments will adhere to Code for America's Work Day and Work Week policy, allowing for hours to be shifted within the same week to maintain a standard 40-hour work week.

• An interest in emerging AI tools and a dedication to utilizing them responsibly and effectively.

• A strong commitment to Code for America's mission of ensuring government services are accessible and effective for those who need them most.

🏝️ Benefits

• Leadership and team members who uphold a strong work ethic and values, fostering mutual respect and care.

• A collaborative, cross-functional, dedicated, and joyful work environment.

• Laptop provided for work purposes.

• A one-time payment of $700 for remote work setup; includes a $200 stipend (in the first paycheck) and up to $500 reimbursement in line with our equipment policy.

• Monthly reimbursement of $50 for cell phone and/or internet expenses.

• An annual stipend of $500 (per calendar year) for professional development, prorated at the time of hire.

• Up to $500 of professional development funds can be carried over each year, with a maximum rollover limit of $1000.

• Training and guidance provided for staff required to utilize AI in their roles, along with opportunities for employees to acquire AI-related skills to support their jobs and career development.

• Employees receive a 100% employer match on the first 3% of their contributions.

• Employees with over 3 years of service are eligible for an additional 50% match on contributions between 3% and 5%, resulting in a maximum employer contribution of 5%.

• At least one no-cost health insurance option available for full-time employees covering employee-only plans.

• A minimum of 80% coverage of dependent health insurance costs.

• Code for America employees can work remotely from anywhere in the US.

• Employees' primary residence must be within the US.

• Full-time employees are expected to work 40 hours per week from Monday to Friday.

• Collaborative working hours aim to schedule all internal meetings between 10 AM and 3 PM PT, and all staff are expected to be available during these designated hours.

• Open personal time off (subject to manager approval), a minimum of 14 paid holidays, and an organization-wide closure from Christmas Day through New Year's Day.

• Paid sick leave of up to 96 hours annually.

• 17 weeks of paid parental and family leave.

• Three weeks of paid sabbatical after five years of service.