Customer Support Associate (EU)

Consistently named one of the top start-ups to watch since 2016, Quorum builds software that helps public affairs professionals work smarter and move faster. Our philosophy is people-first, whether we're supporting team members in their careers or prioritizing our clients with a best-in-class customer success program. Quorum's clients use our tools to bring a modern approach to advocacy work in the European Union, Congress, all 50 state legislatures, major U.S. cities, and more than a dozen countries.

As an EU Customer Support Associate you will be dedicated to providing the best possible customer support to our clients mostly located in the EU via email and in-person conversations over virtual meetings  as part of a dynamic and collaborative Customer Success Team. You will work closely alongside the EU Customer Success Manager to develop personal relationships with clients and learn their needs and use cases, so as to provide them with targeted support and advise them on ways to optimize their usage of the Quorum platform.  

What You’ll Do

• First Week: You'll learn the ins and outs of the Quorum platform, test yourself on common use cases, and get to know the Quorum team in Brussels and in the US.
• First Month: You’ll start to provide direct support to clients with assistance and continue to develop knowledge of the product and how everyday users interact with it
• First Six Months: You will take point on helping people understand how to best use Quorum through a mix of direct support interactions as well as self-service offerings
• First Year: You’ll build out Help Center resources, product guides, and work with the team to fine-tune the product for optimal usability

About You

• You are an excellent verbal and written communicator who goes above and beyond to provide an outstanding customer experience
• You are able to follow team processes and escalation pathways, but are quick to point out when you see potential for improvement or change
• You have experience using advanced software platforms and are able to explain technical concepts to others using clear and concise language
• You are cool under pressure, adept at handling the unexpected, and are able to build strong relationships with clients
• You take pride in being a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members’ success and well-being
• You have at least one year of experience working in a customer facing role, especially as part of a Customer Support or Customer Success Team
• You have familiarity with the Software-as-a-Service (SaaS) business model, and an interest in either technology or public affairs
• You have familiarity with the support platform, Zendesk
• You possess moderate to advanced technical skills, or are interested in building on your knowledge in these areas
• You're a highly motivated self-starter who wants to make valuable contributions to a growing Customer Support team from Day One

Qualifications

• Minimum Bachelor degree  in politics, law, economics, business, social sciences or other related subject
• 1-2 years of relevant professional experience in research, government, and/or consulting
• Professional English (C1 minimum)
• Strong written and verbal communication skills and exceptional organization and time-management skills
• A proven track record of managing multiple projects/tasks simultaneously
• Preferably policy experience of working/understanding multiple levels of government on behalf of clients
• Experience working with datasets and deriving concise targeted insights
• A high degree of comfort using and understanding complex software platforms and the ability to learn quickly

About the Customer Success Team:

• We’re responsible for ensuring that clients have an amazing experience with Quorum
• We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space
• We are dedicated to every user’s success and address challenges quickly and creatively
• We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
• We take pride in developing personal relationships with our users and our team
• We regularly support one another to ensure the success of our team and our clients
• We're very close as a company—we work together, hang out together, and we value each others' ideas and input

Our Work Environment: 

• Quorum is a hybrid company with its EU office located in Brussels, Belgium with team members working in Quorum’s office and in hybrid arrangements. 

• We usually work in a vibrant, sunlit space in our modern, open concept office. During the COVID-19 health crisis, most of our team members are working from home in locations around the world. Team members will have the option to work from home and from the office.
  
•  Those that feel safe re-entering the office earlier can apply to be part of a pilot re-entry program. All candidates should be located in Belgium preferably.  

Our office building is located in the heart of downtown Brussels, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots.

• Our team loves to spend time doing fun things outside of the office. External activities are regularly suggested.

Benefits

• 13 month salary
• Minimum 28 days off, additional company-wide days off for team members to rest and recharge
• Meal vouchers
• Corporate pension fund
• Health insurance
• Eco Cheque
• Public transportation card
• Free Subscription to the Calm app
• Invest in Yourself Days - one Friday per quarter is dedicated to your professional development!
• Monthly professional development stipend
• One-time Work from Home Stipend
• Virtual and in-person team events 
• Inclusion & Diversity Affinity Groups to support belonging

For any questions regarding any open roles on our team, please reach out to [email protected].

Quorum Is Working to Advance Pay Equity: What Does That Mean For You?
In an effort to continue to build a diverse and inclusive work environment that advances pay equity, Quorum has implemented a “No Negotiation” policy for base salary for new hires for roles that are currently staffed by three or more team members. This means that candidates for the Account Executive role cannot negotiate Quorum’s base salary offer.

Here’s our promise to you:

• We will not ask you what you are currently earning.
• We will consider years of relevant experience, relevant professional certifications/education, and performance expectations in setting what we believe is a competitive, fair base salary offer.
• We will be transparent about our compensation structure (see above) so that all candidates have equal access to compensation information and can make an informed decision about whether or not Quorum is the right workplace for them.

If you are interested in learning more about how negotiation impacts pay equity and/or why other start-ups have decided to implement a “No Negotiation” policy of some type, here are a few resources: Project Include, AAUW, Ministry for Women, Magoosh.

Note: Quorum does not endorse or verify any of the information provided in the resources on the impact of negotiation on pay equity. We provide these resources simply to increase awareness of a topic we believe is important for both employers and candidates to consider.