Client Support Specialist

ClearGov; Boston (MA); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Remote-friendly environment

Competitive salary

Benefits package

Paid time off

Job summary

ClearGov is seeking a Client Support Specialist to answer questions, resolve or escalate client issues, and become an expert on ClearGov products. You’ll contribute to Support Center content and handle inquiries primarily between 8:00 AM–5:00 PM ET.

We value clear communication, proactive troubleshooting, and a customer-first mindset. Remote-friendly; base salary $60,000–$70,000 USD with a comprehensive benefits package.

Qualifications

• Proven customer service experience across multiple support channels.
• Excellent oral and written communication; able to explain technical concepts clearly.
• Technical aptitude with quick ability to master ClearGov's product suite.
• Strong, proactive troubleshooting skills; knows when to escalate to Tier 2 support.
• Skilled at multitasking and prioritizing in a fast-paced environment.

Responsibilities

• Master ClearGov's Software: Learn in detail how client financial data flows through our products; stay current as new features and products launch.
• Provide First-Line Support: Investigate, diagnose, and resolve client issues across phone, email, chat, and remote sessions.
• Be a Proactive Problem Solver: Resolve client issues quickly, efficiently, and correctly, anticipating challenges.
• Manage Complaints & Feedback: Address concerns professionally and share client feedback to improve the product.
• Collaborate Cross-Functionally: Partner with Product, Data, TCSS, and Client Success Managers to ensure satisfaction.
• Coordinate Escalations: Work with LTWO team to prioritize and resolve bug fixes.
• Communicate with Precision: Tailor concise communication to stakeholders; manage workload to meet deadlines.
• Drive Client Success: Advocate for client needs and build trusted relationships.
• Support Content Creation: Help build Support Center articles, tutorials, and checklists.

Skills

Customer service

Clear communication

Technical aptitude

Troubleshooting

Multitasking

Tools

Zendesk

Jira

Job description

About ClearGov

ClearGov is building the modern financial operating layer for the public sector. We help US local governments and school districts plan, budget, report, and communicate their finances with clarity and confidence. From long-term planning to financial reporting, compliance, and transparency, our platform connects the work finance teams are already doing and makes it easier to deliver for their communities.

Our Core Values

• Be Clear & Credible
  • We are authentic in our interactions, communicating with clarity, speaking with honesty, and following through with consistency. We turn transparency into our greatest competitive advantage.
• Be Human
  • We are human partners to our colleagues and customers and lead with consideration and kindness - making space for others to do the same. We turn empathy into a shared strength.
• Be Better Together
  • We are committed to building an inclusive community where everyone thrives. We share successes, support each other through challenges, and show up for our teammates the way we show up for our customers. We turn togetherness into our greatest advantage and collaboration into our greatest multiplier.
• Be Honourable/Honorable
  • We are responsible to our colleagues and customers. We bring our full selves to every conversation, every project, every decision, and every relationship. We act with intention, deliver on our commitments, and lead with integrity - even when no one is watching. We turn honour into the foundation that powers everything we do.
• Be Connected
  • We are culture builders where people are seen, welcomed, and celebrated. We show up in every interaction - the laughs, the wins, the hard days. We turn connection into opportunities for people to feel they belong.

What Makes You a Great Fit

• You take ownership and follow through
• You communicate clearly and effectively
• You're comfortable solving problems and figuring things out
• You learn quickly and adapt as things change
• You care about the team, not just your own work
• You bring a sense of humor and perspective to what you do

About The Opportunity

We're looking for a Client Support Specialist (CSS) with a passion for learning, a kind heart, a positive attitude, and a great sense of humor. The CSS answers questions and resolves or escalates client issues with accuracy, empathy, and efficiency, becoming an expert on ClearGov's products and how clients use them. When not responding to inbound requests, the CSS helps create and maintain Support Center content (articles, tutorials, checklists). Primary expectations are availability between 8:00 AM-5:00 PM ET.

Key Responsibilities

• Master ClearGov's Software: Learn, in detail, how client financial data flows through our products; stay current as new features and products launch.
• Provide First-Line Support: Investigate, diagnose, and resolve technical/non-technical client issues across phone, email, chat, and remote (Zoom) sessions.
• Be a Proactive Problem Solver: Resolve customer issues quickly, efficiently, and correctly, anticipating challenges before they scale.
• Manage Complaints & Feedback: Address concerns professionally, follow up to confirm resolution, and share client feedback to improve the product.
• Collaborate Cross-Functionally: Partner with Product, Data, TCSS, and Client Success Managers to ensure client satisfaction and continuous improvement.
• Coordinate Escalations: Work directly with the LTWO team to prioritize and resolve bug fixes.
• Communicate with Precision: Tailor clear, concise communication to internal and external stakeholders; manage your workload to meet deadlines.
• Drive Client Success: Advocate for client needs, build trusted relationships, and champion their journey toward their goals.
• Support Content Creation: Help build and maintain Support Center articles, tutorials, and checklists based on ongoing support trends.

Critical Skills/Experience

• Proven customer service experience across multiple support channels.
• Excellent oral and written communication; able to explain technical concepts clearly.
• Technical aptitude with a quick ability to master ClearGov's product suite.
• Strong, proactive troubleshooting skills; knows when to escalat to Tier 2 support.
• Skilled at multitasking and prioritizing in a fast-paced environment.
• Experience with Zendesk a plus; experience with Jira a plus.
• Experience with local governments or school districts is a definite plus.

Compensation

• In the spirit of transparency, we are excited to share the base salary for this position is $60,000 - $70,000 USD and exclusive of fringe benefits or potential bonuses. If you are hired at ClearGov, your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

Why Join ClearGov

• Remote and flexible work environment
• Meaningful work that impacts communities across the United States
• Collaborative, high-performing team
• Competitive compensation and benefits
• Opportunities to grow as we scale

Benefits

• Medical, dental & vision insurance
• FSA, HSA, and/or Dependent Care FSA (US)
• Life + AD&DD insurance, plus short-term and long-term disability insurance (US)
• Life + disability insurance (Canada)
• 401(k) (US) / RRSP (Canada) with 3.5% match
• 10 company holidays
• 3 wellness days
• Paid vacation time off
• Sick and safe time off
• Paid parental leave
• Paid bereavement leave
• Paid jury duty + civic service leave
• Employee assistance program
• 2 summer days + annual end-of-year "Dimming of the Lights"
• Employee referral bonus program

Equal Opportunity Employer

ClearGov is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, age, or any other protected characteristic. Hiring decisions are based solely on qualifications, merit, and business needs.