Job Description

Client Support Associate

Job Title: Client Support Associate

Location: Cleveland, OH (Hybrid – 4 days/week in office)

Employment Type: Full-Time

Team: Client Support

Reports to: Manger, Client Support

About the Job

CHAMPtitles is seeking a proactive and client-focused Client Support Associate to join our team. In this role, you will be the first line of support for client inquiries and managing day-to-day Jira tickets to ensure timely, effective resolutions. Beyond reactive support, you will play a vital role in identifying trends, advocating for improvements or changes needed, and helping to drive an exceptional client experience.

This role is ideal for someone who is passionate about client success, excited about problem solving, and comfortable learning and navigating technical tools and cross-functional collaboration.

Build the digital infrastructure for modern vehicle ownership.

CHAMPtitles is a fast-growing GovTech SaaS company transforming outdated, paper-based systems into modern, secure, digital infrastructure. Our mission is to simplify and streamline vehicle titling for governments, lenders, dealers, and drivers. We recognize the power of different perspectives, backgrounds and skills. We celebrate these differences and thrive on them for the benefit of our employees, our products and our community.

What You’ll Do - Responsibilities

• Respond to client issues & requests through Jira ticketing system, ensuring accurate triage, prioritization, and resolution
• Collaborate with Product, Engineering, and State Delivery teams to troubleshoot and resolve client issues
• Identify recurring client pain points or inefficiencies in the client experience and advocate for product or process improvements
• Create and share client training and onboarding materials to deliver a consistent and unparalleled client experience
• Document common issues, workarounds, and best practices for internal and client-facing knowledge bases and resource
• Represent the voice of the customer to provide valuable and actionable input into our products and services

What We’re Looking For - Skills & Experience

• Bachelor's Degree preferred, but not essential
• 2+ years of experience in Client Success/Support, Product Management, or adjacent roles
• Proven track record of success working in a client-facing role, with strong communication and relationship management skills
• Familiarity with ticketing systems (Jira Service Management, Zendesk, etc.)
• Understanding or ability to learn basic technical skills, eventually being able to explain technical concepts to non-technical audiences
• Excellent proactive problem-solving skills with a growth mindset
• Flexible approach, ability to operate effectively amid uncertainty and change
• A high level of organization and attention to detail is required

Why CHAMPtitles?

• Purposeful product work : Tackle problems that matter – digitizing public infrastructure, reducing friction, and restoring trust in complex systems.
• Startup momentum with real-world impact: Operate with agility, ship quickly, and see your work in use by government agencies and industry players.
• Collaborative, empowered teams : Work in an environment where teams solve problems together.
• Hybrid by design : Based in Cleveland, our award-winning team works four (4) days/week in office to build together, learn fast, and drive value to our users.
• Competitive benefits :
• Dental Insurance
• Health Insurance
• Vision Insurance
• Hybrid Work Environment
• Generous PTO Policy
• Competitive Salary
• Year-end Bonus Potential
• Matching 401k

Location: Cleveland/Hybrid

CHAMPtitles is an Equal Opportunity Employer. Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.

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