Client Support Specialist

About Bonterra

NGP VAN is the winningest technology platform in the history of democratic and progressive causes, working tirelessly to innovate and advance the technology our clients rely on to bolster our democracy. We help power the trailblazers, campaigners, and advocates fighting up and down the ticket for equality, racial justice, reproductive freedom, democracy, climate reform, and more— including the national Democratic committees and progressive organizations, thousands of Democratic campaigns, hundreds of labor unions, advocacy organizations, progressive and non-partisan PACs, and other organizations.

About The Role

As a member of the NGP VAN Support team, you will serve on the front line of support for Democratic campaigns, parties, PACs, and progressive organizations. Not only will you be supporting Democrats and progressives with your exceptional customer service skills, but you’ll also be getting new customers up and running with our tools. Our staff aren’t just people who do support, they are expert practitioners who make sure our clients are able to accomplish their goals. Social mission is at the core of what we do, and we're looking for people who love our clients (and their causes) as much as we do. This is an entry-level role, with high expectations for responsiveness, empathy, and consistent knowledge development.

Essential Position Duties and Responsibilities:

• Provide timely responses to inbound support requests with positivity and user empathy
• Triage and resolve client issues through collaboration with sales, product, data, and/or engineering team
• Knowledge of primary business line/can support Digital at basic level
• Escalates complex or urgent issues according to documented protocols
• Takes direction from Leadership to meet team claiming standards
• Utilizes internal documentation to deliver accurate support
• Maintains detailed records of client interactions and resolutions
• Participates in team meetings and skills trainings

Requirements

• Demonstrated and passionate interest in Democratic + progressive politics and ideals, good with technology, and willingness to work with diverse organizations.
• At least one year of experience working with compliance, fundraising, and/or email tools, for political campaigns, unions or nonprofits.
• Experience using NGP8, EveryAction, VAN or VoteBuilder (or their competitors).
• Excellent oral and written communication skills, and strong critical thinking, logical problem-solving ability, and a willingness to learn.
• Professional phone manner, patience, self-motivation, and demonstrated work ethic.
• Detail-oriented, great at following up and ensuring tasks are completed.
• Previous experience teaching or training, including mentoring, tutoring, and/or software support.
• Demonstrated history of being a team player.
• Experience in customer relations or an equivalent field is valued but not required.

Bonus Points

• Previous experience teaching or training, including mentoring, tutoring, and/or software support.
• Experience in customer relations or an equivalent field is valued but not required.
• Experience using NGP Classic or NGP7.
• Experience using the Mobilize platform.

This position is part of a bargaining unit represented by CWA Local 1400, 2336 or 13000. At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

Our Culture

At NGP VAN, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

Compensation & Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here. Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of NGP VAN's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

Equal Opportunity & Accommodations

At NGP VAN, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law. If you require a reasonable accommodation during the application process, please submit a request.

Key skills/competency

Client Support, Customer Service, Technical Support, Problem Solving, Communication Skills, Empathy, Progressive Politics, Campaign Technology, CRM Software, NGP VAN, Training & Mentoring.