Customer Support Representative

State Affairs•Washington, DC

1d•$39,520 - $45,760•Onsite

About The Position

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 Customer Success team, you will:

Requirements

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

Nice To Haves

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

Responsibilities

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