Senior Client Success Advocate

Code for America

1d•$94,350 - $115,500•Remote

About The Position

Code for America is looking for a Senior Client Success Advocate to drive excellent client experiences and support the tactical execution of Client Success initiatives. In this role, you will provide direct client support, contribute to process improvements, and help scale learnings across the Client Success discipline. Code for America's Client Success team ensures that clients get accurate, timely answers and dignified support as they navigate accessing public benefits. As a Senior Advocate, Client Success, you will help drive the tactical implementation of Client Success projects, in collaboration with Client Success leadership, while also contributing directly to day-to-day client support. The Senior Client Success Advocate will work with internal stakeholders, external strategic partners, and community partners to manage our projects, collaborate with product teams, and ensure the program's impact. This role will also contribute to the quality of and enhance the domain expertise of our broader Client Success discipline. This role will actively contribute to the day-to-day duties of answering clients’ questions. You are a perfect fit for this role if you are a process improver, systems thinker, and compelling communicator who believes in services that are dignified and accessible to all. You know that systemic change takes time and persistence, and you lead with curiosity and empathy. You thrive on a cross-functional team, in a fast-paced environment, and gravitate towards opportunities for growth, learning, and connection. This role will report to the Client Success Manager and is expected to travel no more than 10% of the time. Code for America is based in California and can employ those who reside full-time within the United States. This is a remote, full-time fixed-term role. The length of employment for these fixed-term positions is 12 months.

Requirements

Experience in a client-facing support role (e.g., call center, case management, customer success, or similar); no specific degree required.
Strong written and verbal communicator, comfortable speaking in large groups, facilitating meetings, and delivering presentations.
Able to build alignment and relationships across disciplines (engineering, product, service design, data science, qualitative research) and across differences, including within government environments, as a member of a distributed team.
Ability to communicate effectively with distressed or upset clients, using non-violent communication and de-escalation techniques.
Comfort navigating ambiguity with minimal guidance, and good judgment about when to escalate or consult others on decisions.
Strong project-management skills, with the ability to prioritize across multiple workflows and a fast-paced environment, follow through, and execute with attention to detail while staying calm under pressure and tight deadlines.
Experience with meeting preparation, including agenda setting, materials preparation, and logistical considerations.
Working knowledge of customer service and retention best practices, and comfort learning new software tools (e.g., Intercom or similar platforms).
Experience working with data and identifying trends.
Adaptive approach to working effectively amid uncertainty in the civic tech field.
Availability for occasional evening or weekend work during seasonal peak periods, for staff assigned to specialty work involving product support. Schedule adjustments follow Code for America's Work Day and Work Week policy, with hours shifted within the same week to maintain a standard 40-hour week.
Curiosity about emerging AI tools and a commitment to using them responsibly and effectively.
A deep commitment to Code for America's mission of making government services work well for the people who need them most.

Nice To Haves

Familiarity with trauma-informed practices
Experience with eligibility or enrollment, either working with government or community assistance
Lived experience with Social Safety Net programs, like SNAP, Medicaid, TANF, or WIC, or navigating government-run systems
Experience working with Intercom or a similar live chat platform is useful but not essential
Written Spanish proficiency

Responsibilities

Support direct communication with clients as they use Code for America's applications, addressing questions and resolving issues in real time.
Escalate client needs to respective product team to inform product improvements and updates.
Communicate with upset clients using non-violent communication and de-escalation techniques to support the best possible outcome for all parties involved.
Support speciality related trainings and certifications for team members, which may include occasional evening or weekend availability during seasonal peak periods for staff supporting programs with product support (e.g., tax season).
Contribute to the management and implementation of new projects and initiatives in collaboration with a cross-functional team that includes (but is not limited to) service design, research, and engineering.
Maintain standard team working processes that support cross-functional projects, including tracking priorities to meet short- and long-term goals.
Analyze client and program metrics and gather feedback (e.g., via Intercom) to identify patterns and inform workflow improvements.
Communicate with state, federal, policy, advocacy, and community partners to help scale Client Success learnings and perspective toward systems change.
Represent the client's voice to inform product decisions within your workstream.
Document and share learnings across programs to build a cohesive Client Success body of knowledge.
Support Client Success Leadership with goal identification, metrics tracking, and reporting.
Draft communications, including but not limited to emails, blogs, online resources, presentations, trainings, and one-pagers.
Identify and propose opportunities for process improvement within the Client Success team's workflows and tools.
Support onboarding logistics for new Client Success team members, in partnership with Client Success leadership.
Other Duties as Assigned

Benefits

Laptop provided
$700 payment for remote environment setup ($200 stipend and up to $500 reimbursement)
$50 per month cell phone and/or internet reimbursement
$500 annual professional development stipend (prorated at time of hire, up to $500 rollover per year, max $1000)
Training / guidance for staff required to utilize AI as part of their role, plus opportunities for employees to gain AI-related skills to support job and career growth
100% employer match on the first 3% of 401k contributions
Additional 50% match on 401k contributions between 3% and 5% for employees with 3+ years of service
At least one no cost health insurance option for full-time employees for employee-only coverage
A minimum of 80% of the cost of dependent coverage for health insurance
Open personal time off (subject to manager approval)
A minimum of 14 paid holidays
Org-wide closure from Christmas Day through New Year's Day
Up to 96 hours of paid sick time annually
17 weeks of paid parental and family leave
3 weeks of paid sabbatical after 5 years of service