Support Specialist (Talent Community / Future Openings)

Role overview This is a talent community for future customer support openings, so there may not be a position available when you apply. When hired, you’ll help customers use software through written support and, when needed, calls or scheduled appointments. The work focuses on resolving issues with care, finding the underlying problem, and making support materials and product experiences clearer over time.

Responsibilities - Own customer conversations through resolution, set clear expectations, and keep customers informed. - Investigate problems by asking focused questions, checking assumptions, and explaining practical next steps. - Escalate product issues with useful context, reproduction steps, and details about customer impact. - Identify recurring questions, improve help content, and share feedback that may improve onboarding or the product. - Use AI for tasks such as research, drafting, or summarizing, while checking its accuracy and protecting customer information. - Coordinate with implementation, customer success, and colleagues; prioritize by urgency and customer impact while balancing response times and resolution quality.

Requirements - 1–3+ years in SaaS support, customer success, or a related customer-facing role, with experience helping customers resolve problems. - Clear, empathetic written and verbal communication, adapted to different levels of technical knowledge. - Strong ownership, workload organization, follow-through, and judgment about when to escalate. - Curiosity and practical troubleshooting skills, including the ability to learn technical products and turn findings into clear guidance. - Comfort using support platforms such as Zendesk, Intercom, HubSpot Service, or similar tools. - Willingness to use AI thoughtfully and verify its output; collaborative approach and openness to feedback.

Nice to have - Experience with nonprofit customers or fundraising, donor-management, or financial-operations software. - Experience with implementation, complex mid-market accounts, help documentation, support analytics, light SQL, or workflow automation. - Additional languages relevant to the customer base.

Benefits and work setup Applications are reviewed monthly. Strong matches may be contacted when a relevant support role becomes available; applying does not guarantee an interview or offer. Customer support is primarily by email, with calls or scheduled appointments as needed.