Founding Product Support Manager

🏛️ About GovWell

GovWell builds software that helps government serve communities better. We the people (and the taxpayers) deserve efficient government — but the software powering government services is 20 years behind. Founded in 2023, GovWell now powers critical services for municipalities and counties in 18 states serving 700,000+ residents. GovWell has raised $5.5 million from Work-Bench and Bienville Capital. Read about us in TechCrunch.

📜 Founding Story

Our mission is deeply personal for us. Ben Cohen, CTO and Co-Founder grew up helping his father — a general contractor — to apply for hundreds of construction permits. Ben’s experiences navigating clunky government websites inspired him to build better solutions for the millions of tradespeople whose livelihoods depend on getting permits fast. Prior to founding GovWell, Ben worked for Uber and Amazon as a Software Engineer, and earned his AB in Computer Science summa cum laude from Princeton.

Troy LeCaire, CEO and Co-Founder, was previously the first employee and Chief of Staff to the CEO at RippleMatch, a software startup, helping it grow from $0 to $10M in annual revenue and a $200M valuation. Before RippleMatch, he worked for two U.S. senators from his home state of Wisconsin. Troy earned his BA in Government magna cum laudefrom Cornell.

💻 Position Overview

As the Founding Product Support Manager at GovWell, you will play an integral role in directly impacting the efficiency and effectiveness of government operations.

As the first full-time Support hire, we’re counting on you to make key decisions about strategies and processes that will ensure government staff and the communities they serve have an A+ experience with GovWell. This is a unique opportunity to scale the function from the ground up!

Reporting directly to our CEO, your role will encompass removing blockers for our customers & driving efficiency within the team.

🤝 What You’ll Do

• Build the Support function at GovWell from 0 to 1: we’ll look to you as our internal Support thought leader to define what “best-in-class” Support looks like, and to execute against this standard

• Ensure that our customers become/remain GovWell advocates by providing real-time support via chat, phone and email, approaching each interaction with empathy & efficiency

• Create playbooks and document standard operating procedures, including policies, knowledge sharing, and documentation

• Work autonomously and collaboratively with Engineering and Customer Success to develop and iterate on our foundational Support processes

• Use customer data to propose ideas/make decisions that will ultimately better the business

🧠 Who You Are

• 2+ years of dedicated Product Support experience: ideally with some exposure to early-stage SaaS companies

• Unparalleled communication skills: you express ideas clearly & concisely, both verbally and in writing

• Product-minded: you have the demonstrated ability to learn & master complex products

• Self-directed learner: you’re curious & motivated to stay informed about changes to the business and platform, continuously considering customer impact

• Tactical “doer:” you thrive being in the weeds in terms of troubleshooting, queue support, etc.

• Core Values: You align closely with our Core Values and have passion for our mission

💸 Salary and Benefits

Compensation within the posted salary band will be commensurate with experience. All offers will include:

• Competitive base salary

• Equity / stock options

• Up to 100% of premiums paid by GovWell for medical, dental, and vision insurance for yourself + partner

• Unlimited / flexible PTO

GovWell is an Equal Opportunity Employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We celebrate diversity and are committed to creating an inclusive environment for all employees.