Givebacks

Customer Support Representative

Givebacks

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportticket triageescalation managementtroubleshootingdocumentationAI support toolsCRM systemstechnical software navigationcustomer satisfaction managementpattern identification
Soft Skills
professionalismempathyclear communicationownershipmulti-taskingproblem-solvingattention to detailcollaborationcustomer experience enhancementfeedback provision