Support Specialist

Job description

About Us We’re a fast-growing tech startup on a mission to revolutionize fundraising through the power of AI and machine learning. Our autonomous fundraising platform empowers nonprofit organizations, schools, and mission-driven teams to raise more money with less effort—turning data into action and intention into impact. As our Version2 product and customer base continue to scale, we’re looking for a Support Specialist to deliver exceptional customer experiences while helping build and mature a best-in-class support function. This role sits at the intersection of customer empathy, operational rigor, and technical problem-solving. What You’ll Do Customer Support & Relationship Building 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 Internal Collaboration & Operations 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 Support Tooling & Knowledge Management 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 Process Improvement & Scale 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 What We’re Looking For 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 Why Join Us? Be part of a mission-driven team obsessed with doing the best work of their lives and redefining the future of fundraising The opportunity to work alongside colleagues who hold each other accountable and genuinely care about their contributions Play a critical role in shaping the customer experience and support function for a high-growth, fast-paced company Work in a cross-functional role where your input is critical to company success and growth Competitive salary, strong benefits, and a remote-first culture Opportunity to grow into expanded ownership as the support function scales