{"id":3688840,"url":"https://alion.io/job/togetherwork-customer-support-representative","title":"Customer Support Representative","company":{"id":685886,"name":"TogetherWork","domain":"togetherwork.com","url":"https://alion.io/company/togetherwork","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-11-03T15:51:09Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-14T22:07:31Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Customer Support Representative\nLocation: Remote, with Eastern Standard Time coverage preferred\nType: Full-Time\nAbout Us\nTogetherWork provides software solutions that help organizations manage their operations and better serve their communities.\nDoubleknot is a SaaS platform supporting organizations such as museums, parks, and youth-serving nonprofits. Our customers rely on Doubleknot to support important operational activities, and our support team plays a key role in helping them navigate the platform successfully.\nThe Role\nWe're looking for a Customer Support Representative to join our Doubleknot team and deliver an exceptional customer experience.\nIn this role, you'll be a primary point of contact for customers, helping them navigate application questions, troubleshoot technical issues, and resolve challenges with confidence. You'll combine strong customer service skills with practical technical problem-solving to ensure customers feel heard, supported, and informed.\nYou'll also collaborate closely with our Engineering and Product teams to investigate more complex issues, communicate findings, and support timely resolutions.\nThe ideal candidate is patient, resourceful, detail-oriented, and comfortable learning new technology. You don't need to be an advanced technical expert, but you should enjoy investigating problems, taking ownership, and helping customers succeed.\nWhat You’ll Do\nDeliver friendly, professional customer support through phone and email, ensuring timely and accurate responses.\n\nTroubleshoot Doubleknot application issues, including reporting, system functionality, integrations, and point-of-sale workflows.\n\nManage customer support cases from initial inquiry through resolution, providing consistent follow-up and clear communication.\n\nInvestigate reported issues, gather relevant information, and identify steps needed to reproduce technical problems.\n\nDocument troubleshooting findings and escalate issues through appropriate tools and processes, including Jira.\n\nPartner with Engineering and Product teams to investigate product issues, test potential solutions, and communicate customer impact.\n\nPrioritize customer inquiries based on urgency, business impact, and established support expectations.\n\nHelp customers understand product functionality and recommended troubleshooting steps.\n\nMaintain accurate case notes, customer communications, and issue documentation.\n\nReview existing support documentation for accuracy and contribute updates when needed.\n\nIdentify recurring customer challenges and share feedback that may improve the product or support experience.\n\nSupport customer satisfaction initiatives by demonstrating empathy, accountability, and a commitment to resolving issues.\n\nDevelop product expertise through training, hands-on troubleshooting, and collaboration with teammates.\n\nWhat You’ll Bring\nBachelor's degree in Information Systems, Business, or a related field, or equivalent professional experience.\n\n3+ years of customer-facing SaaS technical support experience.\n\nExperience in a customer-facing support role involving software applications, technical troubleshooting, or similar problem-solving responsibilities.\n\nAbility to investigate customer issues, gather relevant information, and communicate findings clearly.\n\nStrong customer service skills, with demonstrated patience, empathy, and professionalism.\n\nExcellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers.\n\nStrong organizational skills and the ability to manage multiple customer inquiries while maintaining accurate documentation.\n\nA proactive approach to issue ownership, follow-up, and customer satisfaction.\n\nAbility to collaborate with technical and nontechnical teams to resolve customer concerns.\n\nWillingness to learn new systems, processes, and product functionality.\n\nBonus Points\nExperience supporting SaaS applications or web-based software platforms.\n\nFamiliarity with Zendesk, Jira, or comparable ticketing and issue-tracking systems.\n\nExperience documenting technical issues, including steps to reproduce application problems.\n\nExposure to payment processing, refunds, chargebacks, reconciliation, or point-of-sale systems.\n\nExperience supporting nonprofit organizations, museums, parks, admissions-based organizations, or membership-driven businesses.\n\nFamiliarity with HTML or basic web technologies.\n\nExperience reviewing application reports, system configurations, or recurring support trends.\n\nThe Company offers a comprehensive employee benefits program, including:\nMedical, dental, and vision insurance options \n100% Employer paid short/long term disability\nBasic Life \n401(k) option with 100% company match up to 4%\nFlexible paid personal/vacation time built on mutual trust and accountability\n10 sick days annually \n10 company paid holidays\n6 weeks paid parental leave\nPet Insurance\nMedical Travel Benefits\nInfertility Benefits\nTeladoc\nEmployee Assistance Program\nWellness Benefits & Engagement Platform\nSalary Range Disclosure\nThe base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to, location, experience, and performance.\nThe range listed is just one component of TogetherWork's total compensation package for employees. Other rewards may include discretionary bonuses, long-term incentives, a flexible paid vacation/personal time policy, parental leave, and more.\nSalary Range\n$50,000/ year \nInclusion and Diversity:\nTogetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. .\nTogetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.\nOur mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.\nInterview Process & Expectations\nOur interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.\nTo ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.\nCCPA Disclosure Notice: Click Here","description_format":"text","description_chars":7027,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-11-03T15:53:06Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.887,"p_room":1,"age_days":10,"expected_fill_days":38,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-14T05:58:10Z"},"pay":null,"html_url":"https://alion.io/job/togetherwork-customer-support-representative","json_url":"https://alion.io/job/togetherwork-customer-support-representative.json","meta":{"generated_at":"2026-11-15T02:45:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5135,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685886},"rest":"https://alion.io/mcp/rest/get_company?id=685886"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftogetherwork-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftogetherwork-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftogetherwork-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/togetherwork-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftogetherwork-customer-support-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3688840}},{"tool":"search_jobs","arguments":{"company":"togetherwork.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3688840},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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