Overflow

Support Specialist, Tier 1

Overflow

full-time

Posted on:

Location Type: Hybrid

Location: Birmingham • Alabama • United States

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About the role

  • 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

Requirements

  • 2+ years of experience in customer support, customer success, or technical support
  • Strong written and verbal communication skills with a customer-first mindset
  • Ability to troubleshoot issues, ask thoughtful questions, and guide users to solutions
  • Strong organization and attention to detail while managing multiple support requests
  • Experience working with support tools or CRM systems (Zendesk, Hubspot, etc.)
  • Alignment with Overflow’s mission to inspire generosity and serve nonprofits and churches
  • Commitment to hybrid work including in-person collaboration days
Benefits
  • Competitive base salary with equity and commission eligibility
  • Medical, dental, and vision coverage for employees and dependents
  • Generous paid time off and company holidays
  • Paid parental leave
  • 401(k) retirement plan
  • Dedicated mental health and therapy stipend to support personal well-being
  • Team retreats and intentional in-person gatherings throughout the year
  • Annual Disney Park experience as part of our team culture and celebration of generosity
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supporttechnical supporttroubleshootingissue resolutiondocumentationCRM systems
Soft Skills
written communicationverbal communicationcustomer-first mindsetorganizationattention to detail