Customer Support Associate

Washington, DC, United States

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. The company recently acquired Capitol Canary, a market leader in grassroots advocacy software.

As a Customer Support Associate , you will be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities. This role requires excellent communication and troubleshooting skills.

What You'll Do

First Week: You'll learn the ins and outs of the Quorum platform, test yourself on common use cases, and get to know the Quorum team.

First Month: You'll start to provide direct support to clients with assistance and continue to develop knowledge of the product and how everyday users interact with it.

First Six Months: You will take point on helping people understand how to best use Quorum through a mix of direct support interactions as well as self-service offerings.

First Year: You'll build out Help Center resources, product guides, and work with the team to fine-tune the product for optimal usability.

About You

You have experience in a customer service center or help desk environment, providing customer service through email, in-app chat, and Slack.

You regularly drive the rest of the team forward by building systems that anticipate problems before they occur or otherwise provide early warning indicators that can be acted upon in a timely manner.

You can regularly review the broader landscape (e.g., client portfolio) to assess whether or not the issue could impact other groups.

You have experience with ticketing solutions such as Atlassian, Jira, ZenDesk, Salesforce Service Cloud, etc.

You meet and strive to exceed company retention and customer satisfaction goals

You have exceptional attention to detail.

You have very strong communication skills, both written and verbal.

You have the ability to follow current processes correctly and the initiative to suggest process improvements.

You want to be a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members' success and well-being.

About the Customer Success 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 a hybrid team with flexible work options: work remotely or choose to come into our vibrant, sunlit space in our modern, open concept office in Washington DC. All applicants for the Customer Support Associate role are eligible to work from home permanently.

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.

Our team loves to spend time doing fun things outside of the office - both together and remote, which we call Quorum Fun events. Past Quorum Fun events have included apple picking, yoga, virtual art classes and wine tasting.

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 Structure

Base Salary: $44,000.00 - $52,000.00

Variable Compensation: Up to $6,500.00 in team retention and expansion bonuses

On-Target Earnings (OTE): $50,500 - $58,500.00

Benefits

Unlimited 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, Fourth of July and Labor Day

Free Subscription to the Calm app

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

Monthly professional development stipend

One-time Work from Home Stipend

401k match

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

Access to the CIGNA Ginger App to provide behavioral health coaching, therapy, psychiatry and self-care resources

Virtual and in-person team events

Bright sunlit open office concept with your own dedicated desk (if you want it)

Inclusion & Diversity Affinity Groups to support belonging

12 weeks paid parental leave

For any questions regarding any open roles on our team, please reach out to [email protected].

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, Ministry for Women, 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.

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