Customer Support Representative

Overview

State Affairs is the nation’s leading news and policy intelligence platform focused on state governments. We combine nonpartisan coverage of Statehouses across the country alongside state government data and AI-native tools into a singular platform. We inform and empower decision makers, policy professionals and citizens through our award-winning journalism and data – delivering profound insights to help our customers decode and act on state politics and policy.

We’re building a category-defining business that will reshape America as we strengthen visibility into what’s happening and why at the state level.

• Serve as the primary point of contact for customer support inquiries via ticket and telephone
• Identify customer needs and proactively offer solutions
• Maintain a high level of professionalism and empathy in every interaction
• Manage a high volume of requests with strong organization and prioritization skills
• Troubleshoot and resolve basic technical issues (e.g., password resets, user access problems)
• Anticipate potential challenges and offer creative, out-of-the-box solutions
• Maintain accurate customer records and interaction logs using internal CRM systems and Hub Spot
• Collaborate cross-functionally with other teams to ensure a seamless customer experience
• Navigate challenging situations with tact, empathy, and efficiency

• 2+ years of professional work experience in a customer success, customer support, or client services role
• Associate’s degree in business administration or related field
• Knowledge of customer experience principles and a proven ability to meet and exceed client needs
• Knowledge of CRM tools and ticketing systems
• Exceptional communication and interpersonal skills
• Demonstrated ability to problem solve
• Ability to make sound decisions and judgements
• Ability to multitask in a dynamic, high-volume environment

• Bachelor’s Degree preferred
• Prior professional work experience supporting legislative organizations
• Prior professional work experience with Hub Spot and Vonage
• Prior professional work experience in a start-up organization

This is an in-office work opportunity and our team operates from the Miami, Florida office located in the Wynwood area and the Washington, DC office (located at L and 15th St. NW) 5 days per week.

State Affairs offers competitive compensation and a comprehensive benefits package to employees. The salary range for this role as it is posted is $19.00 to $22.00 per hour (this is an hourly position with annual calculated base compensation from $39,520 to $45,760) for candidates working from the State Affairs office in Miami, Florida or Washington, DC. The final job level and total compensation will be determined based on the education, qualification, knowledge, skills, ability, and experience of the final candidate(s), and calibrated against relevant market data and internal team equity.

Benefits listed in this posting may vary depending on the nature of your employment with State Affairs.

Candidates must be authorized to work in the United States without the need for current or future company sponsorship.

State Affairs is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. State Affairs does not discriminate against applicants on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, veteran status, disability, or any other protected characteristic in accordance with federal, state, and local law. State Affairs is committed to providing reasonable accommodations for qualified individuals with disabilities as they go through our job application and interview process.

If you need assistance or an accommodation due to a disability, you may contact us at

By submitting your application, you affirm the content contained therein is true and accurate in all respects. Please note that prior to employment, State Affairs will obtain background checks for employment purposes that may include, where permitted by…