Customer Support Specialist

🕒 January 28

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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WinRed

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🛍️ eCommerce

🏛️ Government

eCommerce • Government

WinRed is a digital fundraising platform used by conservative and Republican candidates and organizations in the United States. It provides a centralized location for donors to contribute to hundreds of Republican political campaigns, from local and state races to national campaigns for offices like the U. S. Senate and the House of Representatives. The platform supports fundraising efforts for Republican candidates at various government levels and is utilized by national Republican party committees and state GOP organizations. WinRed serves as an online tool to streamline political donations for the conservative movement, facilitating contributions to various Republican figures and committees.

📋 Description

• Serve as a primary responder for customer inquiries via Intercom and email • Triage and resolve support requests across Tier 1–Tier 4 issues • Escalate technical issues to appropriate internal teams and track them through resolution • Communicate clearly with customers regarding next steps, timelines, and outcomes • Rotate through scheduled support roles, including onboarding, offboarding, and platform-specific support coverage • Assist new users in understanding platform functionality and best practices • Answer follow-up questions related to setup, configuration, and feature usage • Create, edit, and maintain customer-facing support documentation in Intercom • Work with Product and Engineering teams to document new features prior to deployment • Update existing articles to reflect product changes and improvements • Follow internal documentation standards to ensure clarity, consistency, and accuracy • Assist with go-to-market activities for new feature launches by drafting support documentation • Support webinar training materials as needed • Host and support live customer training webinars • Assist with scheduling webinars in Zoom and maintaining registration links • Help update webinar landing pages and post webinar details internally • Assist with recurring internal reporting related to customer support performance • Help maintain accuracy of external-facing information used for customer communications • Support ad-hoc operational projects related to customer experience and education

🎯 Requirements

• 1–3 years of experience in customer support, customer success, or client services • Strong written and verbal communication skills • Experience working with support tools such as Intercom or similar platforms • Comfortable explaining technical concepts to non-technical users • Highly organized with strong attention to detail • Ability to manage multiple tasks in a fast-paced environment • Experience in SaaS or technology platforms (Nice to Have) • Exposure to customer documentation or knowledge base management (Nice to Have) • Experience assisting with webinars, trainings, or customer education initiatives (Nice to Have) • Familiarity with cross-functional collaboration across Product or Engineering teams (Nice to Have)

🏖️ Benefits

• Healthcare • Dental & Vision coverage with HSA option • 401k with company contribution • Unlimited PTO • 3 months paid maternity & paternity • Issued Company Laptop • Noise Cancelling headphones • WFH Equipment Stipend • Digital News Subscription