Givebacks

Customer Support

• 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.

Customer Support Representative

Customer Success Manager

• Serve as the primary point of contact for schools during onboarding and launch
• Monitor early-stage adoption and intervene proactively to drive usage within the first 90 days
• Maintain ongoing relationships to ensure operational stability post-launch
• Track and monitor product usage trends at the school level
• Ensure schools achieve agreed-upon activation and usage metrics within 90 days of post-onboarding
• Identify adoption gaps and execute plans to increase engagement
• Reinforce best practices that increase long-term product utilization
• Identify opportunities to expand module adoption within existing school accounts
• Identify and cultivate connectors into School Support Organizations (SSOs)
• Communicate areas of interest and expansion potential to the District CSM
• Build trusted relationships with school leaders and administrators
• Proactively address concerns and remove barriers to success
• Gather feedback to strengthen engagement and product alignment
• Deliver effective training to ensure school teams are confident using purchased modules
• Triage inbound school requests to the appropriate resolution channel (support ticket, chat, documentation, or 1:1 session)
• Reduce unnecessary 1:1 sessions by promoting use of training materials and structured resources
• Deliver overall training and support efficiency without compromising experience

Customer Success Manager – Schools

• Own and manage a portfolio of accounts with full revenue accountability.
• Conduct structured account research to understand account priorities, funding initiatives, organizational structure, and expansion pathways.
• Develop documented account growth plans outlining cross-sell and upsell targets, timelines, and stakeholder mapping.
• Identify white space opportunities across products, departments, and affiliated organizations (PTAs, SSOs, schools).
• Maintain detailed CRM hygiene, tracking expansion strategy, contacts, and opportunity stages.
• Proactively identify and pursue expansion opportunities across revenue-generating products.
• Drive cross-sell motions into new accounts within school buildings.
• Lead value-based conversations that align product capabilities to customer goals.
• Meet or exceed assigned transaction volume targets.
• Research and engage new stakeholders within existing districts and school networks.
• Build multi-threaded relationships across finance teams, administrators, PTA leaders, and operational staff.
• Conduct targeted outreach campaigns within your portfolio to unlock expansion.
• Leverage usage data, product analytics, and customer signals to prioritize prospecting efforts.
• Monitor product usage trends to identify growth signals and risk indicators.
• Conduct business reviews that focus on value realization and future expansion opportunities.
• Ensure strong renewal positioning through measurable impact and expanded platform footprint.
• Partner with Sales when expansion opportunities require formal contracting.
• Work closely with Support and Implementation to ensure smooth adoption of upsold features.
• Provide actionable customer insights to Product to inform roadmap priorities.
• Share successful account strategies and playbooks across the Customer Success team.

Customer Success Manager – SSO

Account Executive

• Full-Cycle Sales Execution
• Prospect, qualify, demo, and close new district opportunities
• Navigate district buying committees including Finance, Operations, and Executive Leadership
• Articulate the full Givebacks ecosystem value proposition (Payments + SaaS + Compliance + Transaction Growth)
• Maintain CRM integrity and adhere to sales methodology standards
• Field & Relationship Development
• Attend ASBO and regional conferences within assigned region
• Build trusted relationships with district leaders and ASBO influencers
• Generate new pipeline through in-person networking, referrals, and strategic partnerships
• Travel is expected 30-40% of the time for tradeshows, onsite visits etc.