Customer Support Specialist - Policy

Role overview

This opportunity is presented on behalf of a partner employer, which will oversee applications and the remainder of the hiring process. The position is based in the United States and focuses on helping first responder agencies with policy and content management solutions.

The role blends customer service, technical problem-solving, and support for public safety professionals. You will handle platform questions, work through technical and administrative issues, and help deliver a smooth experience for users across multiple solutions. The environment is fast-moving and collaborative, with a strong emphasis on accuracy, empathy, and efficient case handling. Ongoing training and exposure to several products create a path toward becoming a subject matter expert.

What you will do

• Respond to first responder customers by phone, email, and chat, and help resolve technical as well as administrative concerns.
• Investigate platform problems, walk users through fixes, and work to close cases in a timely manner.
• Record customer conversations and case information accurately in CRM tools such as Salesforce.
• Track support tickets, including escalations and bug reports, using systems such as Jira.
• Partner with product, engineering, and customer success teams to solve issues and improve the user journey.
• Spot repeated pain points and share observations that can help strengthen platform performance and prevent future issues.
• Take part in product trainings and updates to keep expanding knowledge of features and solutions.

Requirements

• At least 2 years of experience in SaaS, software, or technical customer support.
• Minimum 1 year of hands-on experience with Salesforce or a similar CRM platform.
• Excellent spoken and written communication skills, with a calm and empathetic customer approach.
• Ability to diagnose technical issues and explain step-by-step resolutions clearly.
• Comfort working through a large volume of inbound requests without sacrificing quality.
• Team-oriented mindset and interest in growing within a mission-driven organization.
• High school diploma or GED is required; exposure to content management or public safety environments is considered an advantage.
• Authorization to work in the United States is required, and visa sponsorship is not offered.

Benefits and compensation

• Hourly pay of $24, which works out to about $49,920 per year.
• Health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible paid time off and support for work-life balance.
• Remote work within the United States.
• Training, mentorship, and learning resources for professional development.
• A collaborative, mission-focused workplace supporting public safety professionals across the country.

Data and hiring process

Applications and next steps are handled by the partner employer. A matching process is used to review applications against the role’s core requirements, and the strongest-fit candidates are shared with the hiring company. Final decisions, interviews, and assessments are managed internally by that employer.

By applying, candidates acknowledge that personal data may be processed to evaluate eligibility and share relevant details with the hiring employer, under applicable data protection rules including GDPR. Applicants may request access, correction, deletion, or objection regarding their data where permitted.

Artificial intelligence tools may be used to support parts of the hiring workflow, such as reviewing applications, analyzing resumes, or checking for inconsistencies. These tools assist the recruitment process but do not replace human review, and the final hiring decision is made by people.