Support Specialist

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