Senior Client Success Advocate

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Code for America

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🤲 Charity

🏛️ Government

🌍 Social Impact

Charity • Government • Social Impact

Code for America is a non-partisan, non-political 501(c)(3) charitable organization dedicated to improving government services and fostering resilient communities. The organization leverages technology to simplify access to food benefits, tax filing, criminal record clearance, and more, aiming to break down barriers and find real solutions for individuals across the country. Through partnerships with governments and communities, Code for America designs human-centered applications and provides consulting and advisory services to enhance social safety nets and government processes. By building tools and resources that facilitate easier benefit enrollment and tax services, Code for America strives to create a more inclusive government that works for everyone.

📋 Description

• Code for America's Client Success team ensures that clients get accurate, timely answers and dignified support as they navigate accessing public benefits. • As a Senior Advocate, Client Success, you will help drive the tactical implementation of Client Success projects, in collaboration with Client Success leadership, while also contributing directly to day-to-day client support. • The Senior Client Success Advocate will work with internal stakeholders, external strategic partners, and community partners to manage our projects, collaborate with product teams, and ensure the program's impact. • This role will also contribute to the quality of and enhance the domain expertise of our broader Client Success discipline. • This role will actively contribute to the day-to-day duties of answering clients’ questions.

🎯 Requirements

• Experience in a client-facing support role (e.g., call center, case management, customer success, or similar); no specific degree required. • Strong written and verbal communicator, comfortable speaking in large groups, facilitating meetings, and delivering presentations. • Able to build alignment and relationships across disciplines (engineering, product, service design, data science, qualitative research) and across differences, including within government environments, as a member of a distributed team. • Ability to communicate effectively with distressed or upset clients, using non-violent communication and de-escalation techniques. • Comfort navigating ambiguity with minimal guidance, and good judgment about when to escalate or consult others on decisions. • Strong project-management skills, with the ability to prioritize across multiple workflows and a fast-paced environment, follow through, and execute with attention to detail while staying calm under pressure and tight deadlines. • Experience with meeting preparation, including agenda setting, materials preparation, and logistical considerations. • Working knowledge of customer service and retention best practices, and comfort learning new software tools (e.g., Intercom or similar platforms). • Experience working with data and identifying trends. • Adaptive approach to working effectively amid uncertainty in the civic tech field. • Availability for occasional evening or weekend work during seasonal peak periods, for staff assigned to specialty work involving product support. Schedule adjustments follow Code for America's Work Day and Work Week policy, with hours shifted within the same week to maintain a standard 40-hour week. • Curiosity about emerging AI tools and a commitment to using them responsibly and effectively. • A deep commitment to Code for America's mission of making government services work well for the people who need them most.

🏖️ Benefits

• Leadership and teammates who share a strong work ethic and values, and who respect and care for one another • A collaborative, cross-functional, hardworking, and joyful environment • Laptop provided • A one-time $700 payment for remote environment setup; $200 stipend (in first paycheck) and up to $500 reimbursement, in accordance with our equipment policy • Cell phone and/or internet reimbursement of $50 per month • $500 annual (per calendar year) stipend towards professional development; prorated at time of hire • Up to $500 of professional development funds can be rolled over each year, up to a maximum of $1000 • Training / guidance for staff required to utilize AI as part of their role, plus opportunities for employees to gain AI-related skills to support job and career growth • Employees receive a 100% employer match on the first 3% of contributions. • Employees with 3+ years of service receive an additional 50% match on contributions between 3% and 5%, for a maximum employer contribution of 5% • At least one no cost health insurance option for full-time employees for employee-only coverage • A minimum of 80% of the cost of dependent coverage • Code for America employees may work remotely across the US • Code for America employees main residence must be within the US • Full-time employees work 40 hours per week, Monday - Friday • Collaborative working hours: we aim to hold all internal meetings between 10 AM - 3 PM PT. We expect all Code for America staff to be available during these set working hours • Open personal time off (subject to manager approval), a minimum of 14 paid holidays, and an org-wide closure from Christmas Day through New Year's Day • Paid sick time; up to 96 hours annually • 17 weeks of paid parental and family leave • 3 weeks of paid sabbatical after 5 years of service