Client Support Associate

Client Support Associate Location : Cleveland (Onsite – 4 days in office)Department : IT OperationsReports To : Manager, Client SupportTravel:Sponsorship : This position is not eligible for Visa SponsorshipRelocation : This position is not eligible for RelocationCHAMP is seeking a proactive and client-focused Client Support Associate to join our team. In this role, you will be the first line of support for client inquiries and managing day-to-day Jira tickets to ensure timely, effective resolutions. Beyond reactive support, you willplay a vital role in identifying trends, advocating for improvements or changes needed, andhelping to drive an exceptional client experience.This role is ideal for someone who is passionate about client success, excited aboutproblem solving, and comfortable learning and navigating technical tools and cross-functional collaboration.What You’ll DoRespond to client issues & requests through Jira ticketing system, ensuring accurate triage, prioritization, and resolutionCollaborate with Product, Engineering, and State Delivery teams to troubleshoot and resolve client issuesIdentify recurring client pain points or inefficiencies in the client experience and advocate for product or process improvementsCreate and share client training and onboarding materials to deliver a consistent and unparalleled client experienceDocument common issues, workarounds, and best practices for internal and client-facing knowledge bases and resourceRepresent the voice of the customer to provide valuable and actionable input into our products and servicesRequirements QualificationsBachelor's Degree or equivalent experience preferred2+ years of experience in Client Success/Support, Product Management, or adjacent rolesProven track record of success working in a client-facing role, with strong communication and relationship management skillsFamiliarity with ticketing systems (Jira Service Management, Zendesk, etc.)Understanding or ability to learn basic technical skills, eventually being able to explain technical concepts to non-technical audiencesExcellent proactive problem-solving skills with a growth mindsetFlexible approach, ability to operate effectively amid uncertainty and changeA high level of organization and attention to detail is requiredBenefits + PerksCompetitive SalaryAnnual Bonus PotentialHealth, Dental & Vision InsuranceUnlimited PTO PolicyMatching 401K with immediate vestingSubsidized Lunches at our Cleveland HeadquartersFast Paced work environment in a growth companyNewly Renovated Office SpaceSalary Range The expected salary range for this position is $55,000-$65,000 annually. This is a good faith estimate, and final compensation may vary based on experience, skills, and geographic location.We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, including veterans and individuals with disabilities. If you need accommodations during the application or interview process, please let us know. We’re here to help.By joiningCHAMP , you will be an integral member of our team with many opportunities for personal growth and upward mobility in a growing organization. We have a great culture that is flexible, collaborative and welcoming.#J-18808-Ljbffr