Senior Client Success Advocate

About the role

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.

Responsibilities

• Client Case Management & Escalation
  • Support direct communication with clients as they use Code for America's applications, addressing questions and resolving issues in real time.
  • Escalate client needs to respective product team to inform product improvements and updates.
  • Communicate with upset clients using non-violent communication and de-escalation techniques to support the best possible outcome for all parties involved.
• Program & Project Implementation
  • Contribute to the management and implementation of new projects and initiatives in collaboration with a cross-functional team that includes (but is not limited to) service design, research, and engineering.
  • Maintain standard team working processes that support cross-functional projects, including tracking priorities to meet short- and long-term goals.
  • Analyze client and program metrics and gather feedback (e.g., via Intercom) to identify patterns and inform workflow improvements.
• Cross-Functional & External Communication
  • Communicate with state, federal, policy, advocacy, and community partners to help scale Client Success learnings and perspective toward systems change.
  • Represent the client's voice to inform product decisions within your workstream.
  • Document and share learnings across programs to build a cohesive Client Success body of knowledge.
  • Support Client Success Leadership with goal identification, metrics tracking, and reporting.
  • Draft communications, including but not limited to emails, blogs, online resources, presentations, trainings, and one-pagers.
• Process Improvement
  • Identify and propose opportunities for process improvement within the Client Success team's workflows and tools.
  • Support onboarding logistics for new Client Success team members, in partnership with Client Success leadership.

Requirements

The position is a perfect fit for a mission-driven client support and operations specialist who leads with empathy, thrives in ambiguity, and excels at guiding people through high-stakes situations. You bring a strong blend of hands-on project management, calm de-escalation skills, and collaborative communication to build trust across distributed teams.

• 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.

Qualifications

• Familiarity with trauma-informed practices.
• Experience with eligibility or enrollment, either working with government or community assistance.
• Lived experience with Social Safety Net programs, like SNAP, Medicaid, TANF, or WIC, or navigating government-run systems.
• Experience working with Intercom or a similar live chat platform is useful but not essential.
• Written Spanish proficiency.