Customer Support Representative

We are hiring a Customer Support Representative to join our team located in Miami, Florida or Washington, DC.

As a member of the Support team, you will:

• Serve as the primary point of contact for customer support inquiries via ticket and telephone
• Identify customer needs and proactively offer solutions
• Maintain a high level of professionalism and empathy in every interaction
• Manage a high volume of requests with strong organization and prioritization skills
• Troubleshoot and resolve basic technical issues (e.g., password resets, user access problems)
• Anticipate potential challenges and offer creative, out-of-the-box solutions
• Maintain accurate customer records and interaction logs using internal CRM systems and HubSpot
• Collaborate cross-functionally with other teams to ensure a seamless customer experience
• Navigate challenging situations with tact, empathy, and efficiency

Essential Qualifications for this position include:

• 2+ years of professional work experience in a customer success, customer support, or client services role 
• Associate’s degree in business administration or related field 
• Knowledge of customer experience principles and a proven ability to meet and exceed client needs
• Knowledge of CRM tools and ticketing systems
• Exceptional communication and interpersonal skills
• Demonstrated ability to problem solve
• Ability to make sound decisions and judgements 
• Ability to multitask in a dynamic, high-volume environment

Preferred Qualifications for this position include: 

• Bachelor’s Degree preferred
• Prior professional work experience supporting legislative organizations 
• Prior professional work experience with HubSpot and Vonage
• Prior professional work experience in a start-up organization 

This is an in-office work opportunity and our team operates from the Miami, Florida office located in the Wynwood area and the Washington, DC office (located at L and 15th St. NW) 5 (five) days per week.  State Affairs offers competitive compensation and a comprehensive benefits package to employees.

The salary range for this role as it is posted is $19.00 to $22.00 per hour (this is an hourly position with annual calculated base compensation from $39,520 to $45,760) for candidates working from the State Affairs office in Miami, Florida or Washington, DC. The final job level and total compensation will be determined based on the education, qualification, knowledge, skills, ability, and experience of the final candidate(s), and calibrated against relevant market data and internal team equity.  Benefits listed in this posting may vary depending on the nature of your employment with State Affairs.