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