[Hiring] Customer Support Specialist @EverTrue

Role Description

EverTrue is the leading advancement intelligence and donor engagement platform, empowering educational institutions and non-profit organizations to build stronger relationships and achieve outstanding fundraising results. Our platform continuously evolves, integrating innovative solutions to help advancement professionals effectively identify, prioritize, and manage prospects, engage supporters, and track progress.

What you’ll do:

• Own the resolution of customer requests, questions, and issues to deliver a best-in-class customer experience across all EverTrue products and communication channels.
• Partner with support teammates to triage new ticket submissions, resolve Tier 1 inquiries, and appropriately escalate Tier 2 technical tickets to subject matter experts through internal channels.
• Manage personal workflow and ticket queues to consistently meet or exceed established KPIs and Service Level Agreements (SLAs).
• Work cross-functionally with Customer Success, Sales, Services, Engineering, and Product teams to resolve complex customer issues and advocate for product innovations.
• Support internal technical needs by reporting bugs, testing new product features, and participating in cross-functional working sessions to provide the voice of the customer.
• Maintain an advanced, up-to-date knowledge of the EverTrue product suite, including new feature releases, system changes, and product deprecations.
• Build and optimize internal and customer-facing knowledge bases by creating new technical articles and updating existing documentation.
• Report regularly on team metrics, key performance indicators (KPIs), common user stories, and trending product issues to drive continuous improvement.
• Support the team's growth by providing training, offering constructive feedback, and presenting ideas or findings to internal audiences.
• Execute ad-hoc strategic projects across both customer support and broader organizational initiatives as needed.
• Ensure data security, regulatory compliance, and strict client confidentiality across all customer interactions and systems.

Qualifications

• You have 2+ years of experience in a customer-facing role (preferably customer support), interacting with customers across multiple channels like email and Zoom.
• You have previous experience serving in a customer service capacity, with a strong track record of providing an outstanding customer experience in every interaction.
• You possess outstanding written and verbal communication skills, with the ability to translate complex, technical concepts into simple, easy-to-understand language for non-technical users.
• You have strong time management skills and thrive when multitasking, prioritizing urgent requests alongside long-term projects while consistently meeting service level agreements (SLAs).
• You have experience providing customer support for multiple platforms or products within a SaaS organization (preferred).
• You have experience using web-based support platforms (e.g., HelpScout, Front, Freshdesk, Zendesk) and issue tracking software (e.g., Jira) (preferred).
• You are an empathetic, caring person who builds positive, productive relationships and finds genuine fulfillment in helping colleagues and customers succeed.
• You are curious by nature, wanting to understand how things work and why they work that way, balancing self-driven problem-solving with knowing when to ask for help.
• You actively seek feedback, are receptive to growth opportunities, and can adapt quickly in a fast-paced working environment.
• You are highly detail-oriented, with the ability to look ahead, anticipate outcomes based on multiple variables, and clearly outline different strategic paths forward.
• You thrive in fast-paced environments, eagerly seek ways to contribute outside of your daily assigned tasks, and love learning new technologies, techniques, and skills.

Benefits

• A base salary range of $55K - $65K.
• A 2.5% bonus plan based on company performance.
• We cover 80% of your premium for medical, dental, and vision insurance.
• We offer a 401k match of up to 3% to support your financial future.
• A remote-first environment for flexible work.
• Generous paid time off throughout the year.
• Investment in your professional growth and development.
• Opportunities to connect with colleagues both in-person and virtually.
• The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions.