Customer Support Intern (US)

  • GovSuccess
  • Poste à distance

Customer Support Intern (US)

Description du Poste

Do you want to join us on our mission to shape democracies for the digital age? Are you looking for an international and fast-paced, yet collaborative and inclusive environment to thrive in?

You have come to the right place.

CitizenLab, a global social impact scale-up with its HQ in Brussels, and presence in the US, works to make public decision-making more participatory, inclusive, and responsive. The SaaS platform is already being used by 300+ local governments and organizations in over 18 countries, facilitating two-way communication between governments and their residents. Since it was founded in 2015, CitizenLab has given 750,000+ community members a direct voice in local politics, is a Certified B Corporation, has earned recognition as the 'Best Social Impact Startup in Europe', and was featured in outlets such as The New York Times and Forbes.

CitizenLab is looking for purpose-driven talent to join us on our mission to enable millions of people in cities across the globe to shape the future of their communities.

Customer Support Intern at CitizenLab

As our Support Intern, your main goal is to work closely with our Government Success and Product Team to help our US clients get the best of their engagement platform.

Your main responsibilities will include:

  • Customer support: you interact closely with our clients by answering and investigating technical questions through web chat, emails and phone.

  • Product feedback: you keep a close eye on how our product evolves and make sure that client feedback is brought into our product roadmap.

  • Content creation : you take ownership of our US support materials and identify opportunities to craft content for our knowledge base (training videos, support articles, documentation, …)

  • Support flow management: your work closely with our Government Success Managers and Product team and you identify opportunities to improve the support flow.


What do we expect from you?

You like working in a small and agile team with a strong bias for action—we ideate, we experiment, we learn. You are curious, open-minded, and you proactively search for new insights in the field of digital democracy. Besides, you are eager to learn quickly and recognize yourself in the following profile:

  • You have finished or are currently pursuing a degree in Business or Public Policy, Administration or Economics or have an equivalent form of education.

  • Having some experience in Account or Support Management is an asset but not mandatory.

  • You are enthusiastic about product development and digital innovation, your strengths include communication, team spirit and a sense of responsibility.

  • You are tech-savvy and comfortable working with digital tools.

  • You have the ability and excitement to work proactively and independently in a fast-paced environment.

  • You are a team player and you thrive in a cross-functional and collaborative set-up.

  • You have an autonomous work style. You have the ability to lead and execute projects from start to finish, thanks to a strong skill set in project management and communication.

  • You have a fluency in English - additional languages (Spanish, French, …) are an advantage.

  • You are ideally available for a duration of 3- 6 months with the possibility to grow into a full-time role.

  • You are eligible to work in the US and are ideally based in New York, Georgia, Washington, Florida, Ohio or California and are comfortable to work in a remote set-up.

Eagerness to learn, talent, and enthusiasm are more important than ticking the boxes though. Even if not all desired requirements are met, but you're very excited about the role, we want to hear from you.

What can you expect from us?

  • Unlock your full potential and create social impact at scale through our open-source product. Day-to-day, we work with local government leaders across the world to help them connect with their communities.

  • Become a key factor in our rapid growth as a scaleup (60 employees), and contribute to our international expansion.

  • Work in a fast-paced, collaborative, and supportive environment. We share a participatory culture of autonomy and ownership by everyone, not only by leadership.

  • Be part of our dynamic, international team. We are as serious about our work in digital democracy as we are about having fun on our journey together.

  • Enjoy an informal work vibe with open communication and full transparency on results.

  • Participate in our various in-person and remote team events, inspiring team lunches, our company book club, bi-quarterly strategic town halls, and yearly global team retreats.

CitizenLab is committed to being a diverse and inclusive workplace. Whilst we are proud of our cultural diversity and gender parity, we are aware of the limited racial diversity in our team and are committed to making a change on this. We strongly encourage people of different backgrounds, experiences, and perspectives to apply.