Customer Support Representative
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Job Description
Customer Support Representative assisting schools, districts, and PTAs using our fundraising platform. Delivering empathetic support and troubleshooting product issues while maintaining high customer satisfaction scores.
Responsibilities:
- Front-Line Customer Support
- Respond to incoming support inquiries via email, chat, and ticketing systems with professionalism and empathy.
- Troubleshoot product questions and configuration issues for schools, districts, PTAs, and SSOs.
- Provide clear, concise, and accurate guidance that builds customer confidence.
- Maintain prompt first-response times and resolution standards.
- Ensure all customer interactions are documented thoroughly and accurately.
- Ticket Triage & Escalation
- Categorize and prioritize incoming tickets based on urgency and impact.
- Escalate technical issues to the Technical Support Engineer with a complete and organized context.
- Escalate product bugs or UX concerns to the Help Desk Manager for product operations review.
- Track escalations through resolution and ensure customers receive timely follow-up.
- Customer Experience Excellence
- Maintain customer satisfaction scores of 93%+ through thoughtful communication and ownership.
- Set clear expectations regarding next steps and timelines.
- Close the loop with customers once issues are resolved.
- Identify opportunities to improve clarity, reduce friction, and enhance the support experience.
- Documentation & Continuous Improvement
- Flag recurring issues and documentation gaps to the Training & Documentation Specialist.
- Contribute insights to improve Help Center articles, FAQs, and training materials.
- Identify patterns in support questions and surface trends to the Help Desk Manager.
- Support AI-assisted help tools by flagging inaccurate or incomplete responses.
- Product & AI Collaboration
- Partner with the Support Manager, Documentation & Training Specialist, and Technical Support Engineer to improve AI support performance.
- Provide structured feedback on customer-reported issues to improve product quality.
- Assist in validating fixes and ensuring customers are informed once updates are released.
Requirements:
- 1–3 years of customer support or customer-facing experience (SaaS preferred).
- Experience working in a ticketing or CRM system (Intercom, Zendesk, HubSpot, etc.).
- Strong written communication skills.
- Ability to manage multiple support inquiries simultaneously.
- Comfort learning and navigating technical software platforms.
- Familiarity with K–12 education, nonprofit organizations, or payment platforms is a plus but not required.
Benefits:
- Unlimited Paid Time Off
- Flextime Options
- Remote Work Options
- Paid Holidays
- Employee Stock Options
- Paid Parental and Family Medical Leave
- Full Employee Medical, Dental, and Vision Coverage
- Flexible Spending Account
- 401(k) Plan
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