Overflow

Customer Support

• Manage and respond to high-volume (100-150) inbound support tickets from Overflow partners and their donors through our support platform
• Provide partner support through email, phone, and video calls depending on issue complexity
• Investigate and resolve partner issues related to donations, platform functionality, and account configuration
• Provide clear, timely communication to partners throughout the resolution process
• Escalate technical issues to Engineering or Product when necessary and ensure proper follow-up
• Deliver a high-quality support experience that builds trust and confidence with partners and their donors
• Maintain strong response and resolution times across support tickets
• Help partners navigate the platform and understand best practices for using Overflow’s tools
• Work closely with Customer Success Managers to ensure partner issues are addressed effectively
• Partner with Product and Engineering to surface bugs, product improvements, and recurring support themes
• Help document known issues and solutions to improve internal knowledge and response efficiency
• Maintain accurate records of partner interactions within support systems and CRM tools
• Contribute to internal documentation and help center articles to improve self-service resources
• Identify recurring support patterns and recommend improvements to reduce future partner friction

Support Specialist, Tier 1