Support Specialist

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🕒 Janeiro 16

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 45%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Givzey

SiteLinkedInTodas as Vagas

1 - 10 funcionários

💸 Finanças

🤝 Sem Fins Lucrativos

☁️ SaaS

Finance • Non-profit • SaaS

A Givzey é uma plataforma que oferece soluções inteligentes para o processo de captação de recursos, incluindo acordos de doação inteligentes, fluxos de trabalho dinâmicos, lembretes automáticos de promessas e faturamento inteligente. A empresa visa simplificar e expandir doações únicas e anuais, melhorando a experiência do doador e fornecendo ferramentas para que equipes de captação aumentem sua eficiência. A Givzey é utilizada por instituições educacionais e outras organizações para assegurar e gerenciar doações de forma eficaz.

Descrição

• Serve as a primary point of contact for Version2 customer support inquiries, delivering thoughtful, timely, and high-quality responses • Build trusted relationships with customers by clearly explaining issues, solutions, and next steps • Troubleshoot customer-reported issues, including data discrepancies, file formatting challenges, and system behavior questions • Provide proactive guidance to help customers get the most value from Version2 • Partner closely with Customer Success Managers and the Operations team to ensure seamless customer handoffs and shared context • Identify potential product bugs, data issues, or technical gaps and create clear, actionable Jira tickets for Engineering • Collaborate cross-functionally to resolve issues efficiently while keeping customers informed throughout the process • Participate in shared on-call coverage during holidays as part of a growing support team • Own and continuously improve our support tooling (HelpScout), including workflows, tagging, reporting, and automation • Identify, create, and maintain knowledge base articles to empower customers and reduce repeat support requests • Analyze support trends to surface insights, recurring issues, and opportunities for product or process improvements • Help define, document, and refine Version2 support processes as the product and customer base grow • Contribute to building an industry-leading support experience that scales efficiently without sacrificing quality • Lay the groundwork for future support growth, including documentation, tooling, and operational best practices

🎯 Requisitos

• 3–5 years of experience in a customer support, technical support, or customer-facing operations role, ideally in a SaaS or tech startup environment • A strong bias toward white-glove service, with a mindset of ownership and follow-through that goes beyond resolving tickets to delivering exceptional customer experiences • Experience investigating data issues and understanding how relational databases are structured and used • Comfort working with flat files delivered via SFTP and API integrations, investigating data issues end-to-end and communicating findings clearly to both customers and internal teams • Moderate technical aptitude, with the ability to distinguish between customer workflow issues and true technical problems • Experience working with support platforms such as HelpScout, Zendesk, Intercom, or similar tools • Strong organizational skills and the ability to manage multiple issues and priorities simultaneously • A collaborative, ownership-driven mindset with a focus on operational excellence • Nice-to-Have SQL experience or familiarity (not required) • Experience working with Jira or other issue-tracking tools • Background supporting AI-driven, data-heavy, or automation-focused products • Experience in nonprofit, higher education, or fundraising technology

🏖️ Benefícios

• Competitive salary • Strong benefits • Remote-first culture • Opportunity to grow into expanded ownership as support function scales