Senior Client Success Advocate

Code for America believes government can work for the people, by the people, in the new digital age, and that government at all levels can and should work well for all people. For more than a decade, we’ve worked to show that with the mindful use of technology, we can break down barriers, meet community needs, and find real solutions. Our employees build and transform government and community tools and services, making them so good they inspire change. We merge the best parts of technology, nonprofit, and government to help support the people who need it most. With a focus on transparency and fairness, and deep empathy for partners in government and community organizations and the people that our partners serve, we’re building a movement of motivated change agents driven by meaningful results and lasting impact. At Code for America, you contribute to exciting work while learning and developing in a supportive and flexible environment. Our compensation and benefits are holistic and thoughtfully curated to represent our employees and our mission. Help us drive real generational change that lasts. Code for America is looking for a Senior Client Success Advocate to drive excellent client experiences and support the tactical execution of Client Success initiatives. In this role, you will provide direct client support, contribute to process improvements, and help scale learnings across the Client Success discipline. About the role: Code for America’s Client Success team ensures that clients get accurate, timely answers and dignified support as they navigate accessing public benefits. As a Senior Advocate, Client Success, you will help drive the tactical implementation of Client Success projects, in collaboration with Client Success leadership, while also contributing directly to day-to-day client support. The Senior Client Success Advocate will work with internal stakeholders, external strategic partners, and community partners to manage our projects, collaborate with product teams, and ensure the program’s impact. This role will also contribute to the quality of and enhance the domain expertise of our broader Client Success discipline. This role will actively contribute to the day-to-day duties of answering clients’ questions. You are a perfect fit for this role if you are a process improver, systems thinker, and compelling communicator who believes in services that are dignified and accessible to all. You know that systemic change takes time and persistence, and you lead with curiosity and empathy. You thrive on a cross-functional team, in a fast-paced environment, and gravitate towards opportunities for growth, learning, and connection. This role will report to the Client Success Manager and is expected to travel no more than 10% of the time. Code for America is based in California and can employ those who reside full-time within the United States. This is a remote, full-time fixed-term role. The length of employment for these fixed-term positions is12 months. In this position you will: Client Case Management & Escalation Support direct communication with clients as they use Code for America’s applications, addressing questions and resolving issues in real time. Escalate client needs to respective product team to inform product improvements and updates. Communicate with upset clients using non-violent communication and de-escalation techniques to support the best possible outcome for all parties involved. Support speciality related trainings and certifications for team members, which may include occasional evening or weekend availability during seasonal peak periods for staff supporting programs with product support (e.g., tax season). Program & Project Implementation Contribute to the management and implementation of new projects and initiatives in collaboration with a cross-functional team that includes (but is not limited to) service design, research, and engineering. Maintain standard team working processes that support cross-functional projects, including tracking priorities to meet short- and long-term goals. Analyze client and program metrics and gather feedback (e.g., via Intercom) to identify patterns and inform workflow improvements. Cross-Functional & External Communication Communicate with state, federal, policy, advocacy, and community partners to help scale Client Success learnings and perspective toward systems change. Represent the client’s voice to inform product decisions within your workstream. Document and share learnings across programs to build a cohesive Client Success body of knowledge. Support Client Success Leadership with goal identification, metrics tracking, and reporting. Draft communications, including but not limited to emails, blogs, online resources, presentations, trainings, and one-pagers. Process Improvement Identify and propose opportunities for process improvement within the Client Success team’s workflows and tools. Support onboarding logistics for new Client Success team members, in partnership with Client Success leadership. Other Duties as Assigned About you: The position is a perfect fit for a mission-driven client support and operations specialist who leads with empathy, thrives in ambiguity, and excels at guiding people through high-stakes situations. You bring a strong blend of hands-on project management, calm de-escalation skills, and collaborative communication to build trust across distributed teams. Experience in a client-facing support role (e.g., call center, case management, customer success, or similar); no specific degree required. Strong written and verbal communicator, comfortable speaking in large groups, facilitating meetings, and delivering presentations. Able to build alignment and relationships across disciplines (engineering, product, service design, data science, qualitative research) and across differences, including within government environments, as a member of a distributed team. Ability to communicate effectively with distressed or upset clients, using non-violent communication and de-escalation techniques. Comfort navigating ambiguity with minimal guidance, and good judgment about when to escalate or consult others on decisions. Strong project-management skills, with the ability to prioritize across multiple workflows and a fast-paced environment, follow through, and execute with attention to detail while staying calm under pressure and tight deadlines. Experience with meeting preparation, including agenda setting, materials preparation, and logistical considerations. Working knowledge of customer service and retention best practices, and comfort learning new software tools (e.g., Intercom or similar platforms). Experience working with data and identifying trends. Adaptive approach to working effectively amid uncertainty in the civic tech field. Availability for occasional evening or weekend work during seasonal peak periods, for staff assigned to specialty work involving product support. Schedule adjustments follow Code for America’s Work Day and Work Week policy, with hours shifted within the same week to maintain a standard 40-hour week. Curiosity about emerging AI tools and a commitment to using them responsibly and effectively. A deep commitment to Code for America’s mission of making government services work well for the people who need them most. It’s a bonus if you have: Familiarity with trauma-informed practices Experience with eligibility or enrollment, either working with government or community assistance Lived experience with Social Safety Net programs, like SNAP, Medicaid, TANF, or WIC, or navigating government-run systems Experience working with Intercom or a similar live chat platform is useful but not essential Written Spanish proficiency What you’ll get - Salary: Code for America’s salary bands are transparent as a part of our commitment to transparency and fairness. As part of our hiring practices, we aim to target the midpoint of the 2nd quartile of the range for all new hires. Offer targets vary based on market / geographic location. The offer targets for this role range from $94,350 to $115,500,annually. Your Recruiter will discuss compensation in more detail & answer any related questions, during the initial Recruiter phone screen. Benefits and perks: This role includes a comprehensive benefits package including the following: Values: Leadership and teammates who share a strong work ethic and values, and who respect and care for one another A collaborative, cross-functional, hardworking, and joyful environment Employee Enablement Support: Laptop provided A one-time $700 payment for remote environment setup; $200 stipend (in first paycheck) and up to $500 reimbursement, in accordance with our equipment policy Cell phone and/or internet reimbursement of $50 per month Professional Development: $500 annual (per calendar year) stipend towards professional development; prorated at time of hire Up to $500 of professional development funds can be rolled over each year, up to a maximum of $1000 Training / guidance for staff required to utilize AI as part of their role, plus opportunities for employees to gain AI-related skills to support job and career growth Retirement & 401k Plans: Employees receive a 100% employer match on the first 3% of contributions. Employees with 3+ years of service receive an additional 50% match on contributions between 3% and 5%, for a maximum employer contribution of 5% Medical: At least one no cost health insurance option for full-time employees for employee-only coverage A minimum of 80% of the cost of dependent coverage Remote Work: Code for America employees may work remotely across the US Code for America employees main residence must be within the US Full-time employees work 40 hours per week, Monday - Friday Collaborative working hours: we aim to hold all internal meetings between 10 AM - 3 PM PT. We expect all Code for America staff to be available during these set working hours Time Off: Op