Givzey is 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 for our fast-growing SaaS startup.
What You'll Do
- Serve as a primary point of contact for 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 our platform.
- 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.
- Own and continuously improve our support tooling, 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.
- Help define, document, and refine 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.
- Experience ideally in a SaaS or tech startup environment.
- A strong bias toward white-glove service, with a mindset of ownership and follow-through.
- 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.
- Ability to communicate 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.
- 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.
Technical Stack
- HelpScout
- Jira
- SFTP
- API integrations
Team & Environment
You will join a growing support team that partners closely with Customer Success Managers and the Operations team, and collaborates cross-functionally with Engineering.
Benefits & Compensation
- Competitive salary
- Strong benefits
- Remote-first culture
Work Mode
This is a remote-first position.
Givzey is a mission-driven team obsessed with doing the best work of their lives. Colleagues hold each other accountable and genuinely care about their contributions. This is a cross-functional role where your input is critical to company success and growth, with opportunity to grow into expanded ownership as the support function scales.
