This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist - Policy based in the United States.
This role sits at the intersection of customer service, technical troubleshooting, and mission-driven support for public safety professionals. You will be responsible for assisting first responder agencies with platform-related questions, resolving technical and administrative issues, and ensuring a smooth user experience across policy and content management solutions. The work involves handling a high volume of inbound requests via phone, email, and chat while maintaining accuracy, empathy, and efficiency. You will also play a key role in identifying product issues, documenting incidents, and collaborating with internal teams to improve system performance. With structured training and ongoing exposure to multiple products, this position offers strong opportunities to grow into a subject matter expert. It is a fast-paced, collaborative environment where your work directly supports professionals serving communities across the country.
Accountabilities:
- Provide responsive customer support to first responder clients through phone, email, and chat, resolving technical and administrative inquiries.
- Troubleshoot platform issues, guide users through resolution steps, and ensure timely case closure.
- Document all customer interactions and case details accurately within CRM systems such as Salesforce.
- Monitor and track support tickets, including escalation and bug reporting through tools like Jira.
- Collaborate with internal product, engineering, and customer success teams to resolve issues and improve user experience.
- Analyze recurring issues and contribute insights to improve platform performance and reduce future incidents.
- Participate in product training sessions and updates to continuously expand knowledge of solutions and features.
Requirements:
- Minimum 2+ years of experience in SaaS, software, or technical customer support roles.
- At least 1 year of experience using Salesforce or similar CRM systems.
- Strong verbal and written communication skills with a focus on clear, empathetic customer interaction.
- Proven ability to troubleshoot technical issues and guide users through step-by-step solutions.
- Comfortable managing high volumes of inbound requests while maintaining quality and accuracy.
- Strong teamwork mindset with a desire to grow within a mission-driven organization.
- High school diploma or GED required; prior exposure to content management or public safety-related environments is a plus.
- Must be authorized to work in the United States (no visa sponsorship available).
Benefits:
- Competitive hourly compensation of $24/hour (approximately $49,920 annually).
- Comprehensive health, dental, and vision insurance coverage.
- 401(k) retirement plan with company match.
- Flexible paid time off and strong work-life balance support.
- Remote work flexibility within the United States.
- Professional development opportunities including internal training, mentorship, and learning resources.
- Collaborative, mission-driven environment supporting public safety professionals nationwide.