Client Support Specialist

NSTXL harvests innovative technology from the commercial and non-defense marketplace, transforming government innovation while decreasing costs, compressing timelines, and improving outcomes. We offer a unique and simplified approach to rapidly developing, demonstrating, and assessing prototypes that address various operational and installation needs, from individual Warfighter technology to large-scale installation projects. NSTXL supports technology delivery to the Department of Defense by serving as a one-stop shop to match government requirements with innovative private-sector and academic solutions. We are creating an ecosystem of innovators to collaborate and bring next-generation technologies to the end-user. Our OTAs have over 900 members from corporate, non-profit, educational, and financial institutions.

About the role

This fully remote role is the frontline face of NSTXL’s 900+ member innovator ecosystem. You will sit at the intersection of technical customer success, data management, and marketing support, handling client support from reviewing documentation and technical platform troubleshooting to managing and supporting client communications. The ideal candidate blends an empathetic, "client-first" communication style with sharp technical aptitude, ensuring clients can seamlessly navigate our systems and access documents.

Responsibilities

• Manage correspondence with clients, 90% via email, 10% phone; triage, troubleshoot, and resolve client issues regarding platform navigation, account access, and questions.
• Track inquiry metrics (response times, resolutions) within the CRM and cleanly escalate complex technical, financial, or contract issues to internal teams.
• Identify recurring client pain points and proactively address, including updating client-facing FAQs and internal resource guides.
• Intake and review membership and account set-up applications, including receiving applications, checking them for accuracy, following up on any missing information, and processing account set-up once verified.
• Troubleshoot system issues (Salesforce, HubSpot) when features aren't working as expected, identifying the root cause and working toward a fix or improvement.
• Maintain and update records in Salesforce/HubSpot to ensure information is accurate.
• Create and analyze membership reports.
• Proof outbound communications to ensure flawless formatting and compliance with brand standards.

Requirements

• Bachelor’s/Associate's degree OR equivalent professional experience.
• 2 or more years in an administrative, help desk, customer success, or membership operations role.
• Demonstrates strong technical aptitude, quickly learning new systems, software, and tools.
• Excels at guiding non-technical users through system navigation and troubleshooting.
• Excellent problem solver with outstanding customer service skills.
• Exceptional written and verbal communication; comfortable translating complex processes into simple, user-friendly instructions.
• High attention to detail regarding data entry and recordkeeping, with the ability to manage competing, deadline-driven priorities.
• Self-motivated and disciplined to work effectively in a fully remote environment.

Skills

• Hands-on experience with CRMs (Salesforce or HubSpot).
• Familiarity with marketing automation or support ticketing tools (Zendesk, Mailchimp, WordPress, Marketo, etc.).
• Experience supporting webinar production or virtual event execution.
• Background or interest in government contracting, defense tech, or member-based ecosystems.

Benefits

• Health Insurance: Medical and dental – company pays 92% of premiums.
• Vision Insurance: Fully covered.
• Retirement Plans: 401(k) with employer match up to 4%.
• Paid Time Off: Paid sick and safe leave, 10 federal holidays, floating holiday + your birthday, and generous vacation.
• Basic Life & AD&D policy company paid.
• Voluntary Life.
• Flexible & remote work structure.
• Wellness reimbursement plan & mental health support.
• Community sponsorships.
• Donation matching.
• Professional development allowance.

Schedule

Travel for this position is estimated up to 10%.

This is a fully remote role. Currently, we are only open to remote employees residing in the following states: AL, FL, IN, MO, NC, NM, OH, PA, SC, TN, TX, VA, WY.