Remote Client Support & Success Specialist

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

Benefits offered by this job

Medical, dental & vision insurance

401(k) with match

Paid vacation time off

Paid parental leave

Job summary

ClearGov is hiring a Client Support Specialist to help our public sector clients learn, use, and succeed with our financial platform. You will resolve inbound questions, escalate when needed, and contribute to Support Center content while maintaining a focus on accuracy, empathy, and efficiency.

The role emphasizes availability between 8:00 AM-5:00 PM ET and a strong customer-service mindset in a remote-friendly environment.

Qualifications

• 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 elevate 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 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 upscale.
• 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.

Skills

Customer service

Communication

Technical aptitude

Troubleshooting

Multitasking

Zendesk

Jira

Government experience

Tools

Zendesk

Jira

Job description

ClearGov is hiring a Client Support Specialist to help our public sector clients learn, use, and succeed with our financial platform. You will resolve inbound questions, escalate when needed, and contribute to Support Center content while maintaining a focus on accuracy, empathy, and efficiency.

The role emphasizes availability between 8:00 AM-5:00 PM ET and a strong customer-service mindset in a remote-friendly environment.