State Affairs

Customer Support Representative

Reposted 5 Hours Ago

Be an Early Applicant

2 Locations

In-Office

19-22 Hourly

Junior

Social Media

The definitive platform for news analysis and intelligence software

The Role

The Customer Support Representative will manage customer inquiries troubleshoot issues maintain records and work cross-functionally to ensure customer satisfaction.

Summary Generated by Built In

State Affairs is the nation’s leading news and policy intelligence platform focused on state governments. We combine nonpartisan coverage of Statehouses across the country alongside state government data and AI-native tools into a singular platform.

We inform and empower decision makers policy professionals and citizens through our award-winning journalism and data – delivering profound insights to help our customers decode and act on state politics and policy. We’re building a category-defining business that will reshape America as we strengthen visibility into what’s happening and why at the state level.

We are hiring a Customer Support Representative to join our team located in Miami Florida or Washington DC.

As a member of the Support team you will:

Serve as the primary point of contact for customer support inquiries via ticket and telephone
Identify customer needs and proactively offer solutions
Maintain a high level of professionalism and empathy in every interaction
Manage a high volume of requests with strong organization and prioritization skills
Troubleshoot and resolve basic technical issues (e.g. password resets user access problems)
Anticipate potential challenges and offer creative out-of-the-box solutions
Maintain accurate customer records and interaction logs using internal CRM systems and HubSpot
Collaborate cross-functionally with other teams to ensure a seamless customer experience
Navigate challenging situations with tact empathy and efficiency

Essential Qualifications for this position include:

2+ years of professional work experience in a customer success customer support or client services role
Associate’s degree in business administration or related field
Knowledge of customer experience principles and a proven ability to meet and exceed client needs
Knowledge of CRM tools and ticketing systems
Exceptional communication and interpersonal skills
Demonstrated ability to problem solve
Ability to make sound decisions and judgements
Ability to multitask in a dynamic high-volume environment

Preferred Qualifications for this position include:

Bachelor’s Degree preferred
Prior professional work experience supporting legislative organizations
Prior professional work experience with HubSpot and Vonage
Prior professional work experience in a start-up organization

This is an in-office work opportunity and our team operates from the Miami Florida office located in the Wynwood area and the Washington DC office (located at L and 15th St. NW) 5 (five) days per week. State Affairs offers competitive compensation and a comprehensive benefits package to employees.

The salary range for this role as it is posted is $19.00 to $22.00 per hour (this is an hourly position with annual calculated base compensation from $39520 to $45760) for candidates working from the State Affairs office in Miami Florida or Washington DC. The final job level and total compensation will be determined based on the education qualification knowledge skills ability and experience of the final candidate(s) and calibrated against relevant market data and internal team equity. Benefits listed in this posting may vary depending on the nature of your employment with State Affairs.

Candidates must be authorized to work in the United States without the need for current or future company sponsorship.

State Affairs is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. State Affairs does not discriminate against applicants on the basis of race color religion sex sexual orientation gender gender identity national origin veteran status disability or any other protected characteristic in accordance with federal state and local law.

State Affairs is committed to providing reasonable accommodations for qualified individuals with disabilities as they go through our job application and interview process. If you need assistance or an accommodation due to a disability you may contact us at [email protected]

By submitting your application you affirm the content contained therein is true and accurate in all respects. Please note that prior to employment State Affairs will obtain background checks for employment purposes that may include where permitted by law the following: identify verification prior employment verification personal and professional references educational verification and criminal history. For certain roles further background checks covering additional information and activities may be initiated.

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