Givzey

Support Specialist

Givzey

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

SQL

About the role

  • 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
  • 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 (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
  • 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

Requirements

  • 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
Benefits
  • Competitive salary
  • Strong benefits
  • Remote-first culture
  • Opportunity to grow into expanded ownership as support function scales
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisrelational databasesSQLAPI integrationsfile formattingtroubleshootingsupport processesautomationissue trackingcustomer support
Soft Skills
customer relationship managementproblem-solvingorganizational skillscollaborationownershipcommunicationattention to detailproactive guidanceoperational excellencetime management