Customer Success Contractor

A BIT ABOUT US

VotingWorks is the only non-profit in the United States building voting machines, audit software, and other technology to power our public elections. We believe in democracy and well-run free & fair elections. We see a growing crisis of voter confidence in our elections, and we believe transparent, secure, and simple technology can help. That’s what we’re building. Voting technology developed in concert with election administrators, with all source code and documentation published for the world to see, modern security practices that provide positive evidence of proper operation, and a focus on simplicity in our product so users make fewer errors.

Some videos of our work:

• our work building new voting machines in Mississippi [15 min]
• a customer testimonial [2 min]

THE ROLE

The Customer Success Contractor will work under the Head of Customer Success to ensure the success of all VotingWorks customers by providing remote and in-person support and product feedback to the hardware and software teams. If you consider yourself a solution-driven or process person with strong election administration experience, and a desire to support election officials, this position is for you.

The ideal candidate will have a strong election administration background and an interest in supporting election officials. They will be able to build trust with customers.

To succeed in this role you’re ready to wear multiple hats. Work will shift between remote audit support, responding to general customer inquiries, and peak election support, both remotely and in-person. You know how to roll up your sleeves and get things done - whether it’s a job responsibility you were expecting or an emergency that suddenly materializes from a customer call or email. You are detail-oriented, self-driven, and good at multitasking. You can work autonomously with little direction and a fair amount of ambiguity but also know when to ask for help or clarification.

To begin, your responsibilities will include:

Customer Support

• Provide positive customer service and technical support
• Become proficient in the use of VxSuite voting equipment and Arlo audit software
• Utilize communications systems to keep the team updated throughout support
• Respond promptly to customer inquiries via phone, email, and text.
• Acknowledge and resolve customer complaints.
• Provide constructive feedback to Vx staff
• Keep records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with internal departments to resolve customer issues
• Ensure customer satisfaction and provide professional customer support

Team Support

• Provide support to other team members working on projects with a particular focus on election administration and common areas of expertise
• Provide feedback to the team on requested and needed product improvements
• Attend conferences as needed

WE’RE FULLY REMOTE

We’re a fully remote organization; this role works wherever you live in the US. However, as a contractor, you will be scheduled for time-sensitive assignments and travel may be required.

WE’RE BUILDING A DIVERSE TEAM

We never discriminate based on sex, gender, sexual orientation, race, ethnicity, background, ability/disability, or anything that isn’t about your skills.

We strive to go beyond that: we want to build a diverse organization that truly represents the people of the United States of America. We especially want to encourage women and members of underrepresented groups to apply.