Support Specialist

About Us

We’re a fast-growing tech startup on a mission to revolutionize fundraising through the power of AI and machine learning. Our autonomous fundraising platform empowers nonprofit organizations, schools, and mission-driven teams to raise more money with less effort-turning data into action and intention into impact.

As our Version2 product and customer base continue to scale, we’re looking for a Support Specialist to deliver exceptional customer experiences while helping build and mature a best-in-class support function. This role sits at the intersection of customer empathy, operational rigor, and technical problem-solving.

What You’ll Do

Customer Support & Relationship Building

• 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

Internal Collaboration & Operations

• 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

Support Tooling & Knowledge Management

• 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

Process Improvement & Scale

• 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

What We’re Looking For

• 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

Why Join Us?

• Be part of a mission-driven team obsessed with doing the best work of their lives and redefining the future of fundraising
• The opportunity to work alongside colleagues who hold each other accountable and genuinely care about their contributions
• Play a critical role in shaping the customer experience and support function for a high-growth, fast-paced company
• Work in a cross-functional role where your input is critical to company success and growth
• Competitive salary, strong benefits, and a remote-first culture
• Opportunity to grow into expanded ownership as the support function scales