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About UsWe’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 DoCustomer Support & Relationship BuildingServe as a primary point of contact for Version2 customer support inquiries, delivering thoughtful, timely, and high-quality responsesBuild trusted relationships with customers by clearly explaining issues, solutions, and next stepsTroubleshoot customer-reported issues, including data discrepancies, file formatting challenges, and system behavior questionsProvide proactive guidance to help customers get the most value from Version2Internal Collaboration & OperationsPartner closely with Customer Success Managers and the Operations team to ensure seamless customer handoffs and shared contextIdentify potential product bugs, data issues, or technical gaps and create clear, actionable Jira tickets for EngineeringCollaborate cross-functionally to resolve issues efficiently while keeping customers informed throughout the processParticipate in shared on-call coverage during holidays as part of a growing support teamSupport Tooling & Knowledge ManagementOwn and continuously improve our support tooling (HelpScout), including workflows, tagging, reporting, and automationIdentify, create, and maintain knowledge base articles to empower customers and reduce repeat support requestsAnalyze support trends to surface insights, recurring issues, and opportunities for product or process improvementsProcess Improvement & ScaleHelp define, document, and refine Version2 support processes as the product and customer base growContribute to building an industry-leading support experience that scales efficiently without sacrificing qualityLay the groundwork for future support growth, including documentation, tooling, and operational best practicesWhat We’re Looking For3–5 years of experience in a customer support, technical support, or customer-facing operations role, ideally in a SaaS or tech startup environmentA strong bias toward white-glove service, with a mindset of ownership and follow-through that goes beyond resolving tickets to delivering exceptional customer experiencesExperience investigating data issues and understanding how relational databases are structured and usedComfort 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 teamsModerate technical aptitude, with the ability to distinguish between customer workflow issues and true technical problemsExperience working with support platforms such as HelpScout, Zendesk, Intercom, or similar toolsStrong organizational skills and the ability to manage multiple issues and priorities simultaneouslyA collaborative, ownership-driven mindset with a focus on operational excellenceNice-to-HaveSQL experience or familiarity (not required)Experience working with Jira or other issue-tracking toolsBackground supporting AI-driven, data-heavy, or automation-focused productsExperience in nonprofit, higher education, or fundraising technologyWhy Join Us?Be part of a mission-driven team obsessed with doing the best work of their lives and redefining the future of fundraisingThe opportunity to work alongside colleagues who hold each other accountable and genuinely care about their contributionsPlay a critical role in shaping the customer experience and support function for a high-growth, fast-paced companyWork in a cross-functional role where your input is critical to company success and growthCompetitive salary, strong benefits, and a remote-first cultureOpportunity to grow into expanded ownership as the support function scales
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