Posted:
9/13/2024, 8:14:26 AM
Location(s):
New York, New York, United States â‹… New York, United States
Experience Level(s):
Mid Level â‹… Senior
Field(s):
Customer Success & Support
We the people (and the taxpayers) deserve effective government. But the software powering government services is 20 years behind the private sector. GovWell’s mission is to build modern software products to help government serve communities better. After launching in April 2023, we now partner with government agencies in 9 states serving 300,000+ residents. GovWell has raised $5.5 million in VC funding from Work-Bench and Bienville Capital.
Our mission is deeply personal for us. Ben Cohen, Co-founder and CTO grew up helping his father — a general contractor — to apply for hundreds of construction permits. Ben’s experiences navigating clunky, outdated government websites inspired him to build better solutions for the millions of tradespeople whose livelihoods depend on getting permits fast. Prior to founding GovWell, Ben worked for Uber and Amazon as a Software Engineer, and earned his AB in Computer Science summa cum laude from Princeton.
Troy LeCaire, Co-founder and CEO, was employee #1 and Chief of Staff at RippleMatch, a software startup, helping it grow from $0 to $10M in annual revenue and a $200M valuation. Before RippleMatch, he worked for two U.S. senators from his home state of Wisconsin. He believes passionately in the potential for technology to help government work more effectively for citizens everywhere. Troy earned his BA in Government magna cum laude from Cornell.
As the Founding Customer Support Manager at GovWell, you will play an integral role in directly impacting the efficiency and effectiveness of government operations.
As the first full-time Support hire, we’re counting on you to make key decisions about strategies and processes that will ensure government staff and the communities they serve have an A+ experience with GovWell. This is a unique opportunity to scale the function from the ground up!
Reporting directly to our CEO, your role will encompass removing blockers for our customers & driving efficiency within the team.
Build the Support function at GovWell from 0 to 1: we’ll look to you as our internal Support thought leader to define what “best-in-class” Support looks like, and to execute against this standard
Ensure that our customers become/remain GovWell advocates by providing real-time support via chat, phone and email, approaching each interaction with empathy & efficiency
Create playbooks and document standard operating procedures, including policies, knowledge sharing, and documentation
Work autonomously and collaboratively with Engineering and Customer Success to develop and iterate on our foundational Support processes
Use customer data to propose ideas/make decisions that will ultimately better the business
2+ years of dedicated Customer Support experience: ideally with some exposure to early-stage SaaS companies
Unparalleled communication skills: you express ideas clearly & concisely, both verbally and in writing
Product-minded: you have the demonstrated ability to learn & master complex products
Self-directed learner: you’re curious & motivated to stay informed about changes to the business and platform, continuously considering customer impact
Tactical “doer:” you thrive being in the weeds in terms of troubleshooting, queue support, etc.
Core Values: You align closely with our Core Values and have passion for our mission
Compensation within the posted salary band will be commensurate with experience. All offers will include:
Competitive base salary
Equity / stock options
Up to 100% of premiums paid by GovWell for medical, dental, and vision insurance for yourself + partner
Unlimited / flexible PTO
GovWell is an Equal Opportunity Employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Website: https://www.govwelltech.com/
Headquarter Location: New York, New York, United States
Employee Count: 1-10
Year Founded: 2023
IPO Status: Private
Last Funding Type: Pre-Seed
Industries: GovTech â‹… Information Technology â‹… Software