The Support Specialist, App Support role at YouVersion is primarily responsible for executing and improving the systems and processes that support the technical aspects of YouVersion Support. This includes tracking bugs and user pain points, building new systems to improve communication between teams, and developing processes to resolve issues more quickly. The Support Specialist will be responsible for one or more areas, such as on-demand training, product knowledge, and documentation.
YouVersion was created by the local church in 2007 and remains a ministry of Life.Church today. At Life.Church, our mission is to lead people to become fully devoted followers of Christ. Our team is committed to reaching people worldwide through innovative technology. And YouVersion is one of the ways we get to do that. Life.Church is a multi-site Christian church meeting in the United States and globally at Life.Church Online.
We wholeheartedly believe a daily rhythm of seeking intimacy with God has the power to transform lives. That’s why YouVersion creates biblically-based experiences that encourage and challenge people to seek God. We hope everyone in our community is on an active journey to become who God made them to be, abiding in Him, and drawing closer every day.
What You'll Do
- Develop and maintain systems to track and report known issues.
- Communicate effectively on the status of reported issues to the Community Care team.
- Facilitate regular cross-functional meetings to ensure clarity around reported issues and assist in prioritization and advocacy of issues.
- Participate in after-hours on-call rotation, monitoring feedback from the YouVersion community and automated alerting systems, alerting the appropriate team members and volunteer teams when an urgent issue arises.
- Regularly review Support inboxes to understand more significant issues and trends.
- Create, streamline, audit, and maintain communication resources, message templates, and documentation to ensure alignment with the Support communication strategy and voice.
- Track the product roadmap and understand the app and web release cycles, updates, changes, etc.
- Identify pain points in the Support process, including Support visibility and accessibility.
- Ensure volunteers are equipped with timely information on outages, bugs, or upcoming product releases.
- Build systems to ensure timely understanding of new releases and app changes across our Family of Apps.
- Collaborate with Product and Engineering teams to improve Support and user management tools.
Track and Report Support Issues
Maintain Product Knowledge and Documentation
Improve Support Tools and Systems
Skills Needed to Succeed
- Excellent verbal, written, and interpersonal communication skills to clearly explain complicated processes and foster relationships and partnerships.
- Ability to collaborate in a team environment and work independently while accomplishing assigned tasks with excellence.
- Maintain flexibility and initiate the creation of new processes and project strategies.
- Capacity to quickly learn new technologies and programs.
- Ability to identify, troubleshoot, and communicate technical issues effectively.
- High School Diploma or GED.
- 1 –3 years of related work experience.
Benefits We Offer
- Paid parental leave, including maternity, paternity, and adoption leave.
- Generous employer-paid leave for the use of vacation, sick time, and other qualifying reasons.
- Innovative and comprehensive Medical, Dental, and Vision insurance that provides team members with useful resources and savings to navigate their holistic health.
- Life insurance policy provided for all staff members at 2x annual salary at no cost. Additional life insurance coverage is available to purchase.
- Short-Term and Long-Term disability is covered at 100% for full-time qualified staff members.
- Comprehensive wellness and mental health benefits allow staff to proactively invest in their physical and emotional health.
- Generous 401(k) retirement plan allowing a team member to have up to 12.5% (including employee contribution, employer match, and employer discretionary contribution) contributed into their account in their first year. It doesn’t stop there—the more years on staff, the greater the investment!
- $160 annually in development dollars for team members to invest in their professional growth.
- Casual dress and work environment.
- And much more!
Our Beliefs, Culture, and Commitment to Diversity
At Life.Church, every staff member, and intern is a minister and is expected to engage in the church's ministry fully. We consider ministry readiness and an individual’s capacity to represent Life.Church’s beliefs as a minister during the selection process for all staff and intern positions. An essential function within every position held by a staff member or intern at Life.Church is to uphold and represent the beliefs of Life.Church. Learn more about what we believe at Life.Church.
While we unite around our mission, we know unity doesn’t mean uniformity. Our calling is too great, and our mission is too important not to be intentional about strengthening our team through diversity. We know that diverse perspectives in race, ethnicity, background, age, and gender are essential to reaching the world for Christ. To learn more about how we strengthen our team through diversity, visit our careers page.
All data collected in our application process, from resume collection to application questions, is used for recruitment purposes only.