Support Specialist

Emploi pas sur LinkedIn

🕒 il y a 5 mois

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Recevoir des emails pour des emplois à distance

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Givzey

Site WebLinkedInTous les Emplois

1 - 10 employés

💸 Finance

🤝 À but non lucratif

☁️ SaaS

Finance • Non-profit • SaaS

Givzey est une plateforme qui propose des solutions intelligentes pour le processus de collecte de fonds, incluant des accords de dons intelligents, des flux de travail dynamiques, des rappels de promesse automatiques et une facturation intelligente. L'entreprise vise à rationaliser et à augmenter le volume des dons ponctuels et sur plusieurs années, améliorant l'expérience des donateurs tout en fournissant aux équipes de collecte de fonds des outils pour améliorer leur efficacité. Givzey est utilisé par des institutions éducatives et d'autres organisations pour sécuriser et gérer efficacement les dons.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

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