Customer Support Representative

Givebacks is a mission-driven software company building a unified payments and fundraising platform for K–12 school communities. The Customer Support Representative is the first point of contact for schools, districts, PTAs, and SSOs, delivering fast, empathetic support and capturing insights to improve the product and customer experience.

• Respond to support inquiries via email, chat, and ticketing systems with professionalism and empathy.
• Troubleshoot product questions and configuration issues for schools, districts, PTAs, and SSOs.
• Provide clear, concise guidance and maintain prompt first-response and resolution standards.
• Document all customer interactions thoroughly and accurately.
• Categorize and prioritize incoming tickets based on urgency and impact.
• Escalate technical issues to the Technical Support Engineer with complete context.
• Escalate product bugs or UX concerns to the Help Desk Manager for review.
• Track escalations through resolution and provide timely customer follow-up.
• Maintain customer satisfaction targets (93%+), set expectations, and close the loop after resolution.
• Identify recurring issues and documentation gaps; contribute to Help Center articles, FAQs, and training materials.
• Surface trends in support questions and flag inaccurate/incomplete AI-assisted help responses.
• Collaborate with Support, Documentation/Training, and Technical Support to improve AI support performance and product quality.
• Assist with validating fixes and informing customers when updates are released.

• 1–3 years of customer support or customer-facing experience (SaaS preferred).
• Experience using a ticketing or CRM system (e.g., Intercom, Zendesk, HubSpot).
• Strong written communication skills.
• Ability to manage multiple support inquiries simultaneously.
• Comfort learning and navigating technical software platforms.
• Familiarity with K–12 education, nonprofit organizations, or payment platforms is a plus.
• Preferred availability in Central, Mountain, or Pacific time zones.

• Remote work options.
• Flextime options.
• Unlimited paid time off.
• Paid holidays.
• Employee stock options.
• Paid parental and family medical leave.
• Full medical, dental, and vision coverage.
• Flexible Spending Account (FSA).
• 401(k) plan.