Support Specialist

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Givzey

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1 - 10 Mitarbeiter

💸 Finanzen

🤝 Non-Profit

☁️ SaaS

Finance • Non-profit • SaaS

Givzey ist eine Plattform, die intelligente Lösungen für den Fundraising-Prozess bietet, einschließlich intelligenter Schenkungsverträge, dynamischer Arbeitsabläufe, automatisierter Zusagen-Erinnerungen und intelligenter Rechnungsstellung. Das Unternehmen zielt darauf ab, mehrjährige Schenkungen und einmalige Spenden zu optimieren und zu skalieren, indem es das Spendenerlebnis verbessert und Fundraising-Teams mit Werkzeugen zur Effizienzsteigerung ausstattet. Givzey wird von Bildungseinrichtungen und anderen Organisationen genutzt, um Spenden effektiv zu sichern und zu verwalten.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

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