Customer Support and QA Associate

Join us in improving democracy through increased transparency in campaign finance. MapLight, a nonprofit that creates technology to improve democracy, is seeking a Customer Support & QA Associate to join our team. This new role is responsible for supporting users of MapLight’s campaign finance, lobbying, and ethics disclosure software as we expand to new states and cities. This position is full-time and remote within the U.S.

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In this role you will:

• Respond to customer inquiries via phone, email, and video conference with a focus on providing accurate and timely information
• Reproduce and troubleshoot product issues and collaborate with technical staff and end users to gather additional information and identify appropriate solutions
• Maintain in-depth understanding of our products and systems
• Gather and analyze customer feedback to gain insights into customer needs, preferences, and pain points
• Contribute to training content, user manuals, and internal documentation (Confluence, Google suite)
• Contribute to the creation of QA test plans and execute tests
• Document customer interactions and feedback clearly and thoroughly using ticket management software (Jira Service Management)

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Qualifications:

• Minimum 3 years of experience in technical customer support, QA, or a related role, including experience in customer-facing communication
• Excellent oral and written communication skills
• Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Problem-solving mindset
• Ability to work both independently and collaboratively
• Willingness to develop expertise in campaign finance, lobbying, ethics, and other areas of MapLight’s work

Candidates who are a good fit for this position will be highly organized and enjoy keeping track of details.

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Compensation & Benefits​

This position is full-time and remote (within the United States). MapLight also has two week-long staff retreats a year, which are currently held in Berkeley, California.

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The hourly wage is $24 to $33.65 depending on experience. This position also includes a generous benefits package that includes paid vacation; health, dental, and vision insurance; and retirement matching.

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To Apply

To apply, please send a cover letter and resume to jobs@maplight.org with the subject line “[Name] - Customer Support & QA Associate”. If you have questions or require accommodation in the scheduling or interviewing stage, please send us an email at jobs@maplight.org.

This position includes a generous benefits package that includes paid vacation; health, dental, and vision insurance; and retirement matching.