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Customer Support Manager
2 months ago
We believe that effective government services are essential for a thriving society. However, the software powering these services is often outdated and inefficient. At GovWell, our mission is to bridge this gap by developing modern software products that help government agencies serve their communities better.
Our StoryOur journey began with a personal experience of navigating clunky government websites. Ben Cohen, our Co-founder and CTO, grew up helping his father with construction permits. This experience inspired him to build better solutions for tradespeople and others who rely on efficient government services. Prior to founding GovWell, Ben worked at Uber and Amazon as a Software Engineer and earned his degree in Computer Science from Princeton.
Troy LeCaire, our Co-founder and CEO, brings a passion for technology and government. He was employee #1 and Chief of Staff at RippleMatch, a software startup that grew from $0 to $10M in annual revenue. Before that, he worked for two U.S. senators from his home state of Wisconsin. Troy earned his degree in Government from Cornell.
Position OverviewAs the Founding Customer Support Manager at GovWell, you will play a critical role in shaping the efficiency and effectiveness of government operations. You will be responsible for building the Support function from the ground up, defining what "best-in-class" Support looks like, and executing against this standard.
Key Responsibilities- Provide real-time support to customers via chat, phone, and email, approaching each interaction with empathy and 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 foundational Support processes.
- Use customer data to propose ideas and make decisions that will ultimately better the business.
- 2+ years of dedicated Customer Support experience, ideally with some exposure to early-stage SaaS companies.
- Unparalleled communication skills, with the ability to express ideas clearly and concisely, both verbally and in writing.
- Product-minded, with the demonstrated ability to learn and master complex products.
- Self-directed learner, with a curiosity and motivation to stay informed about changes to the business and platform, continuously considering customer impact.
- Tactical "doer," with the ability to thrive in the weeds of troubleshooting and queue support.
- Alignment with our Core Values and a passion for our mission.
- Competitive base salary.
- Equity and stock options.
- Up to 100% of premiums paid by GovWell for medical, dental, and vision insurance for yourself and partner.
- Unlimited and flexible PTO.
GovWell is an Equal Opportunity Employer, committed to creating an inclusive environment for all employees. We celebrate diversity and do not discriminate based on race, religion, national origin, gender identity, age, sexual orientation, or any other protected class.
