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