Customer Support Associate

About The Company

Based in Washington, D.C., Quorum is a rapidly expanding software company renowned for its innovative workflow software and information services tailored for government affairs professionals. Serving a diverse clientele across corporations, non-profits, associations, and government sectors, Quorum empowers users to effectively manage stakeholder engagement, initiate grassroots advocacy campaigns, and monitor legislative activities across federal, state, and local levels. With a global footprint, Quorum provides mission-critical solutions to public affairs professionals working in Congress, all 50 state legislatures, major U.S. cities, the European Union, and over 30 countries worldwide. The company boasts a customer base of more than 2,000 organizations, including over half of the Fortune 100, supported by a dedicated team of over 350 professionals globally.

About The Role

The Customer Support Associate at Quorum is a vital member of the support team, reporting directly to the Customer Support Manager. This role involves resolving customer inquiries, guiding users through product features, and recommending effective solutions to ensure a seamless experience. The ideal candidate is highly motivated, possesses exceptional communication skills, and demonstrates strong troubleshooting abilities. As an individual contributor, the Customer Support Associate collaborates closely with cross-functional teams to uphold Quorum’s commitment to delivering outstanding customer service. The position offers an exciting opportunity to develop technical expertise, enhance problem-solving skills, and contribute to a dynamic, innovative environment that values teamwork and continuous improvement.

Qualifications

• Minimum of 3 years of experience in a customer service center or help desk environment supporting via email, in-app chat, and Slack
• Excellent written and verbal communication skills
• Strong ability to follow established processes and suggest improvements
• Comfortable with complex software platforms and troubleshooting
• Exceptional attention to detail
• Ability to work effectively in a fully remote environment
• Proficiency with support platforms such as Zendesk, Jira, or Salesforce Service Cloud (preferred)
• Experience with B2B SaaS, government relations, public affairs, or campaign finance (preferred)
• Applied technical skills in CSS, HTML, SQL, or data analysis (preferred)
  
  

Responsibilities

• Resolve customer queries and recommend tailored solutions by guiding users through product features via chat, email, and phone
• Develop an in-depth understanding of all Quorum products to provide autonomous, high-quality support to clients
• Adhere to support team processes, including ticket escalation and effective communication with the development team
• Create internal and external resources, including support documentation and self-service content for customers
• Lead and execute larger projects aimed at improving support processes and team efficiency
• Design and implement systems to proactively identify and resolve potential issues, taking ownership from conception to deployment
• Collaborate with other departments, build trust, and contribute to team-wide objectives and quarterly OKRs
• Advocate for clients by understanding diverse use cases and ensuring their success with Quorum’s solutions
  
  

Benefits

• Flexible Paid Time Off and paid company holidays
• Additional company-wide days off for rest and recharge, including four-day weekends for major holidays
• Free subscription to LinkedIn Learning for professional development
• Dedicated "Invest in Yourself" days each quarter for personal growth
• Home office reimbursement to support remote work setup
• 401(k) matching program
• Comprehensive health and financial wellbeing support
• Choice of trans-inclusive medical, dental, and vision insurance plans
• Virtual and in-person team-building events
• Inclusion and diversity affinity groups fostering a sense of belonging
• Generous parental leave policy offering 20 weeks off, with 12 weeks paid
  
  

Equal Opportunity

Quorum is committed to fostering an inclusive, diverse, and equitable workplace. We provide equal employment opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or sexual orientation. We adhere to all applicable federal, state, and local laws and regulations, including those issued by the OFCCP. Our hiring practices are designed to promote fairness and ensure that every individual has an equal chance to succeed. We believe that diverse perspectives and backgrounds strengthen our team and help us better serve our clients and communities.