Support Specialist II – Enterprise

Overflow

Enterprise Support Specialist providing support to large-scale nonprofit partners at Overflow. Resolving their issues through various channels while collaborating with engineering and product teams.

Posted 5/30/2026full-timeLos Gatos • California • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $105,000 per yearWebsite

About the role

Key responsibilities & impact

Manage and respond to high-volume inbound support tickets from our enterprise partners through our support platform
Provide partner support through email, video calls, and phone 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 when necessary and ensure proper follow-up
Deliver a high-quality support experience that builds trust and confidence with enterprise partners
Maintain strong response and resolution times across support tickets
Help partners navigate the platform and understand best practices for using Overflow’s tools
Build direct, trusted relationship with key Enterprise operators
Work closely with the Support Team Lead and the Technical Account Manager to ensure enterprise partner issues are addressed effectively
Partner with Engineering and Product to surface bugs, product improvements, and recurring support themes
Help document known issues and solutions to improve internal and external resources
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

What you’ll need

5+ years of experience in customer success, account management, customer support, or technical support
Strong organization and attention to detail while managing multiple support requests from high-profile users
Strong written and verbal communication skills with a customer-first mindset
A professional presence that inspires confidence and trust with partners
Ability to troubleshoot issues, ask thoughtful questions, and guide users to solutions
Experience working with support tools or CRM systems (Zendesk, HubSpot, etc.)
Alignment with Overflow’s mission to inspire generosity and serve nonprofits and churches
Ability to travel onsite for partner visits
Commitment to hybrid work with the Support team in our HQ in Los Gatos, California

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementcustomer supporttechnical supporttroubleshootingissue resolutiondocumentationsupport ticket managementCRM systems

Soft Skills

organizationattention to detailwritten communicationverbal communicationcustomer-first mindsetprofessional presencetrust buildingproblem-solvingrelationship management