Responsibilities

• Support new candidate users' post-conversion, ensuring platform navigation confidence and resource understanding.
• Build and maintain supportive relationships by understanding campaign goals and providing scalable solutions.
• Manage all incoming communications across platforms; assign issues to internal experts and track resolutions.
• Leverage AI assistant tools and refine support chatbot with live chat during staffed hours.
• Collaborate with product, engineering, and QA teams to resolve issues and improve offerings.
• Create and update support materials including FAQs, tutorials, videos, and guides to empower self-service.
• Monitor user activity and proactively provide help to turn roadblocks into successes.
• Drive user satisfaction metrics and continuously optimize user experience through data insights.

Requirements

• 3+ years experience in customer success, preferably in SMB or consumer SaaS startups.
• Excellent communication and interpersonal skills with clear and empathetic information delivery.
• Strong problem-solving skills with a proactive approach to user needs.
• Experience using and testing cutting-edge technology and AI tools for scaling user success.
• Systematic approach to procedures, issue resolution, ticketing, and cross-team collaboration.
• Ability to make technology accessible and create educational content supporting varied user proficiency.
• Comfortable working in a startup environment with strong CRM and support system skills (HubSpot Service Hub Enterprise).

Bonus

• Experience building user success functions from scratch at startups.
• Background in educational content creation for consumers.
• Involvement in politics, civics, or democracy reform through study, work, or volunteering.
• Passion for strengthening democracy beyond sidelines observation.

Other Information

• Fully remote position located in the United States.
• Individual contributor role with potential for leadership evolution.