BallotReady is searching for a Customer Success Coordinator to manage customer site-building and support—and, as a result, join our team in working to bring an unparalleled database on U.S. government to voters and constituents nationwide.
Who We Are
BallotReady is an award-winning startup working to help every voter in America cast an informed vote on every race, every election. We create digital nonpartisan voter guides and build tools to help advocacy groups and campaigns inform and mobilize voters, powered by the most comprehensive database on every level of government.
In 2020, we worked with organizations such as Snapchat, Tiktok, Spotify, and the Miami Heat to inform and turn out over 35 million voters. Now, we’re focused on upcoming elections in 2021and innovative methods for empowering communities to hold elected officials accountable and take effective action year-round on the issues they care about.
What You’ll Do
The Customer Success Coordinator, who can be based anywhere in the U.S. and will report to the Director of Customer Success, is responsible for the following:
- Managing cross-functional projects through excellent delegation and prioritization to produce high-quality support for BallotReady’s customers
- Ensuring timely and accurate responses to tickets from a variety of BallotReady external stakeholders, including but not limited to customers, voters, and other users
- Implementing and improving internal systems and processes for customer success (i.e., onboarding new customers, facilitating check-ins for troubleshooting)
- Building and maintaining relationships with customers based on their unique needs and contracts
Who You Are
To succeed in this job, you must excel at:
Project Management: You’ve managed big projects that had many moving pieces across many people. You anticipate the challenges you might encounter in a project, and take proactive steps to try to prevent these future roadblocks. You can see a complex project to its successful completion.
Written Communication: You respond to a written request with clarity and precision. When you receive a vague request, or one that suggests that there may be a larger issue at hand, you can dig deeper to uncover the underlying cause(s) at the root of the request.
Customer Service Orientation: You engage with other people with a desire to understand their perspectives. When conflict or misalignment occurs, you react with a genuine curiosity that helps lead to shared understanding and, ideally, repair.
Comfort with a Dynamic Environment: You stay calm under pressure to meet goals in a fast-paced environment. You know that because BallotReady is a start-up, much more is evolving than is established, and that this ambiguity is an opportunity for staff to shape the company’s future.
Problem-Solving & Process-Boosting: When you’re faced with a challenge, you investigate before offering potential paths forward. As you learn and implement processes, you see potential points for improvement and take the lead in raising these to your team.
A few items that are plusses, but not requirements for the job: experience in a support or customer service role, especially in a tech company; experience using databases, especially if you’ve used SQL to query them; experience with APIs and digital products (SaaS).
If you were here today, you’d be:
- Managing our support portal by maintaining knowledge base articles and responding to tickets from customers and voters;
- Building, configuring, and maintaining customer sites;
- Managing part-time Customer Success Associates and delegating tasks as we scale up and down in a given election cycle
What Else You Should Know
At BallotReady, we’re strong believers in flexibility in exchange for responsibility. We hire exceptional people who are excited about our mission, and give them the freedom and leadership to act in support of constituents first. Our work is driven by our core values, which we encourage interested applicants to explore.
BallotReady is an equal opportunity employer and we value having staff who reflect the diversity of all constituents and voters. We especially encourage people of color, LGBQ people, transgender and gender non-conforming people, and people with disabilities to apply for this role. We know that the more we live out our commitment to building a diverse and inclusive team, the better our work will be.
Annual Salary: $40,000*
*please note that BallotReady does not negotiate salary as part of our commitments to diversity, equity, and inclusion
Benefits: monthly remote work stipend (home internet costs, coworking space access, home office furniture, etc.), healthcare, dental, vision, disability, life insurance, 401k platform, FSA, commuter benefits, unlimited PTO
Location: Flexible – we are a remote-first organization