Support Specialist (Talent Community / Future Openings)
New
V
VeloraNonprofit software
Location: Remote, Canada, USAMiddle
Salary not disclosed
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Job Details
- Experience
- 1–3+ years in SaaS customer support, customer success, or an adjacent customer-facing role
- Required Skills
- SQLCustomer SuccessZendesk
Requirements
- Have 1–3+ years of experience in SaaS customer support, customer success, or an adjacent customer-facing role.
- Write and speak clearly and empathetically, adapting explanations to customers’ technical knowledge.
- Organize workload, follow through on commitments, and prioritize effectively as priorities change.
- Take initiative to move issues forward and know when to ask for help or escalate.
- Ask useful questions, test assumptions, learn technical products quickly, and recognize issues needing deeper investigation.
- Use a support platform such as Zendesk, Intercom, HubSpot Service, or a similar tool to manage conversations and records.
- Be willing to use AI for support problems and check its work rather than relying on it uncritically.
- Share knowledge, accept constructive feedback, and collaborate with other teams.
- Nice to have: experience supporting nonprofits or fundraising, donor-management, or financial-operations software.
- Nice to have: implementation experience, mid-market account support, help documentation improvements, or experience reducing repeat issues.
- Nice to have: familiarity with light SQL, support analytics, workflow tools, or AI and automation for support.
Responsibilities
- Own customer conversations through resolution, primarily by email and occasionally through calls or scheduled appointments.
- Investigate product issues, ask thoughtful questions, and explain practical solutions clearly.
- Provide Product or Engineering with context, reproduction steps, and customer impact when escalating issues.
- Identify recurring questions, improve help content, and share customer feedback and product improvement suggestions.
- Use AI for research, drafting, summarizing, and identifying patterns; verify its accuracy and protect customer information.
- Coordinate clear handoffs with Implementation and Customer Success, and collaborate with colleagues to resolve issues.
- Prioritize by urgency and customer impact while balancing response-time commitments with quality resolutions.
- Use feedback and support metrics to improve the support approach.
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