Customer Support Associate

Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local.

Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe.

As a Customer Support Associate reporting to the Customer Support Manager, you will be responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionalities while supporting the team and company. The ideal candidate is highly motivated and possesses excellent communication and troubleshooting skills. This position is considered an individual contributor who collaborates with other team members to ensure clients have an amazing experience with Quorum.

Responsibilities

• Resolve customer queries and recommend solutions by guiding product users through features and functionalities via chat, email, and phone.

• Develop an advanced understanding of all Quorum products to provide a high level of customer support to all clients without supervision.

• Follow support team processes consistently, including ticket escalation and effective communication with the development team.

• Produce internal and external content, creating resources for the support team and self-service content streams for customers.

• Execute larger assigned projects while continuing to develop team processes and individual skills.

• Drive team efficiency by developing systems that anticipate problems before they occur and taking full ownership of these systems from design to implementation.

• Collaborate across departments by building trust with individuals throughout Quorum, participating in team-wide conversations, and executing on quarterly OKRs.

• Advocate for clients by identifying and responding to diverse client use cases to ensure their success.

Required Qualifications

• You have a minimum of 3 years of experience in a customer service center or help desk environment, providing support through email, in-app chat, and Slack.

• Very strong written and verbal communication skills.

• Ability to follow current processes correctly and the initiative to suggest improvements.

• A high degree of comfort using and understanding complex software platforms.

• Exceptional attention to detail and the ability to troubleshoot effectively.

• Ability to work successfully in a fully remote environment.

• Preferred qualification: Familiarity or experience using the support platform Zendesk or ticketing solutions such as Jira or Salesforce Service Cloud.

• Preferred qualification: Experience with B2B SaaS, government relations, public affairs, or campaign finance.

• Preferred qualification: Applied technical skills in CSS, HTML, SQL, or data analysis.

About the Customer Support Team

• We’re responsible for ensuring that clients have an amazing experience with Quorum.

• We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space.

• We are dedicated to every user’s success and address challenges quickly and creatively.

• We act as staunch advocates for our clients, including identifying and responding to diverse client use cases.

• We take pride in developing personal relationships with our users and our team.

• We regularly support one another to ensure the success of our team and our clients.

• We're very close as a company—we work together, hang out together, and we value each others' ideas and input.

Our Work Environment

• We are an AI-forward team—AI is built into how we work, think, and grow.

• We are a remote-friendly team with flexible work options: work remotely or, if you're in the area, choose to visit our vibrant, sunlit space in our modern, open-concept office in Washington, D.C.

• Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots.

Do you want to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works? If so, drop us a line. We'd love to talk to you!

Compensation

• OTE (On Target Earnings): Up to$60,500 based on experience (base + variable compensation)

• This is a full-time remote position, Exempt - not eligible for overtime.

Benefits

• Flexible Paid Time Off

• Paid Company holidays plus additional company-wide days off for team members to rest and recharge

• Four Day Weekends for President’s Day, Memorial Day, and Labor Day

• Free Subscription to LinkedIn Learning to support professional development

• Invest in Yourself Days - one designated day per quarter dedicated to your professional development!

• Work from Home Reimbursement for home office support

• 401k match

• Health & Financial Wellbeing support

• Choice of trans-inclusive medical, dental, and vision insurance plan options

• Virtual and in-person team events

• Inclusion & Diversity Affinity Groups to support belonging

• 20 weeks off for parental leave, 12 weeks paid

Quorum Is Working to Advance Pay Equity: What Does That Mean For You?

In an effort to continue to build a diverse and inclusive work environment that advances pay equity, Quorum has implemented a “No Negotiation” policy for base salary for new hires for roles that are currently staffed by three or more team members. This means that candidates for the Customer Support Associate role cannot negotiate Quorum’s base salary offer.

Here’s our promise to you:

• We will not ask you what you are currently earning.

• We will consider years of relevant experience, relevant professional certifications/education, and performance expectations in setting what we believe is a competitive, fair base salary offer.

• We will be transparent about our compensation structure (see above) so that all candidates have equal access to compensation information and can make an informed decision about whether or not Quorum is the right workplace for them.

If you are interested in learning more about how negotiation impacts pay equity and/or why other start-ups have decided to implement a “No Negotiation” policy of some type, here are a few resources: Project Include, AAUW, Magoosh.

Note: Quorum does not endorse or verify any of the information provided in the resources on the impact of negotiation on pay equity. We provide these resources simply to increase awareness of a topic we believe is important for both employers and candidates to consider.

We comply with all requirements for US government federal contractors issued by the OFCCP, IFR, and the terms of our government contracts.

EEO/AA/F/M/Vet/Disabled

We are currently hiring for this position in the following states: DC, FL, GA, IL, LA, ME, MD, MA, MI, MO, MT, NE, NJ, NC, OH, PA, SC, TN, TX, VT, VA, WV.