Client Support Associate

OhioX; Cleveland (OH); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive Salary

Annual Bonus Potential

Health, Dental & Vision Insurance

Unlimited PTO Policy

Matching 401K with immediate vesting

Subsidized Lunches at our Cleveland HQ

Fast Paced work environment

Newly Renovated Office Space

Job summary

CHAMP in Cleveland is seeking a proactive Client Support Associate to be the first line of client support, triaging requests in Jira and coordinating with Product, Engineering, and State Delivery teams to resolve issues.

You will identify recurring pain points, advocate for improvements, and create training materials to deliver a consistently exceptional client experience in a fast-paced, onsite environment.

Qualifications

• Bachelor's Degree or equivalent experience preferred.
• 2+ years of experience in Client Success/Support, Product Management, or adjacent roles.
• Proven track record of success in a client-facing role with strong communication and relationship management.
• Familiarity with ticketing systems (Jira Service Management, Zendesk, etc.).
• Ability to explain technical concepts to non-technical audiences.
• Excellent proactive problem-solving skills with a growth mindset.
• Flexible approach, able to operate amid uncertainty and change.
• High level of organization and attention to detail.

Responsibilities

• Respond to client issues & requests through Jira ticketing system, ensuring accurate triage, prioritization, and resolution.
• Collaborate with Product, Engineering, and State Delivery teams to troubleshoot and resolve client issues.
• Identify recurring client pain points or inefficiencies and advocate for product or process improvements.
• Create and share client training and onboarding materials to deliver a consistent and unparalleled client experience.
• Document common issues, workarounds, and best practices for internal and client-facing knowledge bases.
• Represent the voice of the customer to provide input into products and services.

Skills

Client Success

Customer Support

Communication

Jira Service Management

Zendesk

Technical Aptitude

Education

Bachelor's Degree or equivalent experience

Tools

Jira Service Management

Zendesk

Job description

Client Support Associate

Location: Cleveland (Onsite – 4 days in office)

Department: IT Operations

Reports To: Manager, Client Support

Travel: <5%

Sponsorship: This position is not eligible for Visa Sponsorship

Relocation: This position is not eligible for Relocation

CHAMP is seeking a proactive and client-focused Client Support Associate to join our team. In this role, you will be the first line of support for client inquiries and managing day-

to-day Jira tickets to ensure timely, effective resolutions. Beyond reactive support, you will

play a vital role in identifying trends, advocating for improvements or changes needed, and

helping to drive an exceptional client experience.

This role is ideal for someone who is passionate about client success, excited about

problem solving, and comfortable learning and navigating technical tools and cross-functional collaboration.

What You’ll Do

• Respond to client issues & requests through Jira ticketing system, ensuring accurate triage, prioritization, and resolution
• Collaborate with Product, Engineering, and State Delivery teams to troubleshoot and resolve client issues
• Identify recurring client pain points or inefficiencies in the client experience and advocate for product or process improvements
• Create and share client training and onboarding materials to deliver a consistent and unparalleled client experience
• Document common issues, workarounds, and best practices for internal and client-facing knowledge bases and resource
• Represent the voice of the customer to provide valuable and actionable input into our products and services

Requirements Qualifications

• Bachelor's Degree or equivalent experience preferred
• 2+ years of experience in Client Success/Support, Product Management, or adjacent roles
• Proven track record of success working in a client-facing role, with strong communication and relationship management skills
• Familiarity with ticketing systems (Jira Service Management, Zendesk, etc.)
• Understanding or ability to learn basic technical skills, eventually being able to explain technical concepts to non-technical audiences
• Excellent proactive problem-solving skills with a growth mindset
• Flexible approach, ability to operate effectively amid uncertainty and change
• A high level of organization and attention to detail is required

Benefits + Perks

• Competitive Salary
• Annual Bonus Potential
• Health, Dental & Vision Insurance
• Unlimited PTO Policy
• Matching 401K with immediate vesting
• Subsidized Lunches at our Cleveland Headquarters
• Fast Paced work environment in a growth company
• Newly Renovated Office Space

Salary Range

The expected salary range for this position is $55,000-$65,000 annually. This is a good faith estimate, and final compensation may vary based on experience, skills, and geographic location.

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, including veterans and individuals with disabilities. If you need accommodations during the application or interview process, please let us know. We’re here to help.

By joining CHAMP, you will be an integral member of our team with many opportunities for personal growth and upward mobility in a growing organization. We have a great culture that is flexible, collaborative and welcoming.