Client Support Associate

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

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Unlimited PTO

401K Matching

Subsidized Lunches

Newly Renovated Office Space

Fast-paced work environment

Job summary

CHAMP is seeking a proactive Client Support Associate to serve as the first line of support for client inquiries, managing day-to-day Jira tickets and driving timely resolutions. You will identify trends, advocate for improvements, and help deliver an exceptional client experience.

Ideal candidates have 2+ years in client-facing roles and a passion for problem solving, with the ability to learn technical concepts and collaborate across teams.

Qualifications

• Bachelor's Degree or equivalent experience preferred.
• 2+ years in Client Success/Support or adjacent roles.
• Proven track record in client-facing roles with strong communication skills.
• Familiarity with ticketing systems (Jira Service Management, Zendesk).
• Ability to explain technical concepts to non-technical audiences.
• Proactive problem-solving with a growth mindset.

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 improvements.
• Create and share training and onboarding materials to deliver a consistent client experience.
• Document common issues, workarounds, and best practices for knowledge bases.
• Represent the voice of the customer to provide actionable input into products and services.

Skills

Client communication

Relationship management

Ticketing systems

Technical aptitude

Problem solving

Adaptability

Organizational skills

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.