<div><strong>About the Role</strong></div><div>At Pushpay, the Strategic Customer Success Manager plays a key role in building and fostering relationships with our key Enterprise customers. You will be quota-based, where you are responsible for the retention, renewal rate, and increased business in a specific book of accounts, including structuring contract terms and pricing that drive business objectives. You will interact and build relationships with our customers to ensure they are both using and seeing value from their Pushpay platform. Your goals will include annual renewal dollars, expansion, and upsell of products, and growing giving through the Pushpay platform. You are here to ensure customer success by being dedicated to making our customers successful in their deployment, adoption, and usage of Pushpay. You will do all of this while creating a strong relationship with our customers based on value realization. Additionally, you will proactively build and grow relationships with senior staff and executive contacts of these strategic customers. The customer satisfaction you foster will help you retain our customers.</div><div><br><em>Named as one of BuiltIn ‘</em><strong><em>Best Places to Work</em></strong><em>’ in Seattle, Denver and Dallas for 2025; ranked number </em><strong><em>10</em></strong><em> by Seattle Business Magazine in the ‘</em><strong><em>Washington’s 100 Best Companies to Work For’</em></strong><em> list in the large companies category for 2024; named as a 2025 '</em><strong><em>Best Places to Work for Women'</em></strong><em> by Best Companies Group.</em></div><div><br><strong>Benefits and Compensation</strong></div><div>We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:</div><ul><li>100% employer-paid premiums for Medical, Dental, and Vision for employee</li><li>70%+ employer-paid premiums for Medical, Dental, and Vision for dependents</li><li>401K match</li><li>Remote: TX only</li><li>12 paid company holidays</li><li>2 paid Volunteer Time Off days</li><li>15 days PTO to start, increases with tenure <em>(PTO varies by position)</em></li><li>Paid parental and adoption leave</li><li><strong>Compensation: $100k base + $22k variable = $122k OTE</strong></li></ul><div><br><strong>The following state is approved as a remote work location for this position: Texas - All other states are not in consideration for this role at this time.</strong></div><div><br><strong>What You'll Do</strong></div><ul><li><strong>Revenue Retention:</strong> You will have targets and goals that ensure our customers stay customers.</li><li><strong>Adoption Target:</strong> We are here to help our organizations deploy and use Pushpay, but the work doesn’t stop there. We help them engage with their givers and drive adoption beyond the organization.</li><li><strong>Upsell:</strong> We are building the most powerful engagement platform in the market. You will be responsible to sell additional products and features.</li><li><strong>High Sales Activities:</strong> You will have the opportunity to work with a significant number of key customers, with at times complex needs, and with that comes a responsibility to make a large volume of calls and emails.</li><li><strong>Pushpay Product Training and Assistance:</strong> You will be an expert in Pushpay’s products so you are able to help with training, deployment, and giver adoption. This knowledge will help us ensure our successes, which drives both retention and upsell.</li><li><strong>Travel:</strong> When travel restrictions are lifted, you will lead business review presentations on-site with customers to build relationships, value propositions, and work towards a predetermined outcome of success.</li><li><strong>Relational competence:</strong> The ability to grow relationships and engagement with senior and C-level executives with our most strategic customers.</li><li>Manage the full-cycle renewal process from prospect to close: Complete Discovery Calls with Decision Makers, Negotiate and Close deals.</li><li>Other related duties as assigned.</li></ul><div><br><strong>What You'll Bring</strong></div><ul><li>Bachelor’s Degree or additional equivalent years of experience.</li><li>You have at least 5 years of inside sales, account management, renewal team management and experience with maintenance renewal process.</li><li>You’ve used and have working knowledge of Salesforce.com or a similar CRM system.</li><li><strong>Must have</strong> a strong understanding of the Not-for-Profit, Education, or Faith verticals.</li><li>Established connections within the industry.</li><li>Proficiency with popular technology platforms used in the sector.</li><li>Proven track record with quota/ target attainment.</li><li>Ability to build relationships with large account sets.</li><li>Managed large, strategic accounts in prior roles.</li><li>Ability to build relationships with key executives, senior management and decision makers both internally and with your customers.</li><li><strong>Excellent Communicator:</strong> Strong written and verbal communication skills. You can communicate complex technology and problems, in a simple way. You are comfortable speaking in small groups, or leading presentations in front of large groups.</li><li><strong>Problem Solver: </strong>You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a “self- starter” or “driven”.</li><li><strong>Multi-Tasking: </strong>The ability to deal with a transactional work environment. You will have to be able to excel at time management and prioritization among many demands. You thrive when you are busy with lots of things to accomplish during the day. You feel a sense of satisfaction when you are able to accomplish a full day of work.</li><li><strong>Business Minded: </strong>You love learning technology, and have impeccable business acumen.</li><li><strong>Detail Oriented: </strong>You handle details accurately and in a timely manner. You can effectively manage opportunities, customer interactions, and key projects check points with attention to accuracy and detail.</li><li><strong>People Person: </strong>You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, both over the phone and in email. You see no problem with building relationships with all types of people at all levels within an organization.</li><li><strong>Performer: </strong>You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually. You don’t settle for the status quo. You love to “over” perform and can show your successes.</li><li><strong>Naturally Curious: </strong>You love to learn about why and how things work. Your favorite question as a child was “Why?”. You like to spend time understanding your customer’s needs in detail, and how you can help. You look for ways to be better every day.</li><li><strong>Fun and Fast Paced:</strong> You like the startup world. You enjoy fast-paced roles, with lots to do. You are ok with change and ambiguity as we grow. You want to work with other fun people, who enjoy learning and helping each other. You know that great teams are made of great people.</li></ul><div><br>Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.</div><div><br>If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact <a href="mailto:peopleteam@pushpay.com">peopleteam@pushpay.com</a>.</div><div><br><strong>About </strong><a href="https://s41008.pcdn.co/wp-content/uploads/2022/05/PushpayAnnualReport2022.pdf"><strong>Pushpay</strong></a></div><div>Pushpay helps organizations and communities come to gather &amp; stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good. In the 2021 financial year we were honored to process US $6.9 billion in charitable giving. We’re growing fast, including an exciting acquisition in 2021, and we need driven talent. Join Pushpay and grow with us!</div>

Customer Success Manager, Strategic

<div>We are seeking a reliable and proactive Help Desk Support Specialist to support our team of approximately 75 employees, composed of hybrid and fully remote staff. This role is responsible for ensuring smooth IT operations by providing support for the office network with occasional on-site visits and remote assistance for distributed team members. Key responsibilities include maintaining the office network, supporting workstations and conference room technology, resolving day-to-day technical issues, and assisting in the implementation of security protocols and best practices.</div><div><br></div><div><strong>Functions and Responsibilities</strong></div><div><br></div><ul><li>Act as the first point of contact for all IT support requests from both in-office and remote employees.</li><li>Provide technical support to in-office staff, including but not limited to troubleshooting issues with computers, printers, VoIP phones, and conference room A/V systems.</li><li>Deliver remote technical support for offsite employees by resolving software, connectivity, and hardware-related issues.</li><li>Monitor and maintain office networking infrastructure (Wi-Fi, switches, cabling) to ensure reliable connectivity.</li><li>Set up and configure hardware and user accounts for new hires.</li><li>Manage and document support tickets in a timely and organized manner.</li><li>Manage efficient and thorough on-boarding and off-boarding processes.</li><li>Assist with device inventory tracking, procurement, and asset lifecycle management.</li><li>Ensure remote staff have secure, efficient access to necessary systems and tools.</li><li>Collaborate with external vendors for specialized support or equipment servicing.</li><li>Promote IT best practices and provide informal training or guidance to end users.</li><li>Support the implementation of company security strategies, including:<ul><li>Enforcing multi-factor authentication (MFA) and strong password policies.</li><li>Ensuring endpoint protection and security updates are properly deployed.</li><li>Assisting with user access reviews and permission audits.- Educating users on phishing risks and secure computing practices.</li></ul></li></ul><div><br>Other duties may be added to support product and engineering teams as needed, for example, project management or software testing.</div><div><br></div><div><strong>Requirements</strong></div><div>&nbsp;</div><ul><li>At least 2 years of experience in an IT support or help desk role, supporting both local and remote users</li><li>Proficiency with Google Workspace, Microsoft 365, and collaboration tools such as Monday, Zoom, and Slack</li><li>Experience with help desk ticketing systems (e.g., Zendesk, Monday is preferred)</li><li>Knowledge of remote desktop tools (e.g., TeamViewer, AnyDesk, or built-in OS tools) is preferred</li><li>Familiarity with networking concepts, including IP addressing, Wi-Fi setup, and VPNs</li><li>Familiarity with endpoint management tools (e.g., Intune, JAMF, or similar)</li><li>Awareness of cybersecurity practices, especially for remote work environments is preferred</li><li>Strong troubleshooting skills for printers, workstations, and A/V conferencing systems</li><li>Excellent verbal and written communication skills</li><li>Highly organized and able to manage multiple priorities and support requests</li><li>Team-focused attitude with a strong sense of ownership and urgency</li></ul><div><br></div><div><strong>Employment Details</strong></div><ul><li>CT headquarters are located in Wheaton, Illinois</li><li>Work Location: Fully remote with occasional travel</li><li>Type: Full time, 37.5 hour workweek</li><li>Classification: Salaried, Exempt FLSA status</li><li>Benefits: CT offers a comprehensive benefits package - check out our careers page to learn more</li></ul><div><br></div><div><em>Exact compensation may vary based on experience, skills, and location.&nbsp;</em></div><div><strong>Salary Description</strong></div><div>Annual Salary Range: $60,000 - $65,000</div>

IT Help Desk and Network Support Specialist

<div><strong>About BoxCast</strong></div><div>Founded in 2013, BoxCast is a complete professional live streaming platform trusted by thousands of organizations delivering over one million broadcasts annually. BoxCast serves a wide range of clients including houses of worship, sports teams, local government, and businesses. The platform makes it easy to stream high-quality video, mix audio remotely, and distribute content via custom streaming apps. BoxCast’s patented streaming protocol ensures reliable delivery even on challenging networks, while features like built-in multi-streaming, automation, and AI simplify the entire broadcasting workflow for organizations of all sizes.</div><div><br></div><div><strong>About the Role</strong></div><div><br></div><div><strong>Join the team behind one of the most innovative new tools in live audio production.</strong></div><div><br></div><div>RemoteMix empowers creators, engineers, and organizations to mix live audio remotely from anywhere in the world. BoxCast is hiring a Community Manager to represent RemoteMix across key audio and streaming communities, participating in existing groups while also launching and managing our own to educate, support, and grow our presence.</div><div><br></div><div>If you love connecting with people, sharing ideas, solving problems, and geeking out over mixing consoles and live audio gear, you might be exactly who we’re looking for.</div><div><br></div><h3>What You’ll Do:</h3><ul><li>Represent RemoteMix in online audio and streaming communities, forums, and social channels</li><li>Build and foster relationships with customers, power users, engineers, and enthusiasts</li><li>Act as the bridge between our users and teams internally to find opportunities to improve customer experience and cultivate communication amongst the pro audio and mixing console communities</li><li>Host and coordinate virtual events such as AMAs, product Q&amp;As, webinars, and technical deep dives</li><li>Serve as the voice of the customer internally, bringing feedback to product and engineering</li><li>Monitor forums to ensure timely and high-quality responses to product questions</li><li>Build partnerships with installers, integrators, and educators</li><li>Develop programs to recognize, reward, and amplify community champions</li><li>Engage with customers on review websites (G2, Capterra, SourceForge, etc.) and ensure their feedback is acknowledged and addressed</li><li>Track and report on community health, growth, and engagement metrics</li></ul><div><br></div><h3>Must Haves:</h3><ul><li>3+ years of hands-on experience in community management, customer engagement, or advocacy</li><li>Proven success as a power user on platforms like Reddit, Facebook, Discord and beyond with the ability to turn that expertise into community-building playbooks</li><li>Up-to-date on the latest social media and community-building trends with the curiosity to test new formats and platforms</li><li>Humility to accept feedback and the drive to turn it into actionable improvements</li><li>Familiarity with the pro audio and live streaming spaces (you know your way around mixing consoles, DAWs, or encoders)</li><li>Strong written and verbal communication skills with a customer-first approach</li></ul><div><br></div><h3>Nice to Haves:</h3><ul><li>Background in the music industry, specifically working with pro audio engineers, audio hardware manufacturers, live event audio installers or integrators</li><li>Experience as a live audio engineer</li><li>Familiarity with HubSpot, JIRA, and Confluence</li></ul><div><br></div><h3>How You’ll Display Our Values:</h3><ul><li>Integrity: Ensure updates and reports reflect accurate results and meet defined objectives</li><li>Collaboration: Work effectively with your colleagues and provide helpful guidance in an enthusiastic and inspiring manner</li><li>Judgment: Provide recommendations using your social media knowledge and tools to help BoxCast be a subject matter expert</li><li>Achievement: Consistently deliver results through effective organic campaigns and consistent posting</li><li>Innovation: Identify opportunities that will increase engagement within the channels</li></ul><div><br><strong>Location:</strong></div><div>Remote U.S. (Must reside in one of the following states: Arkansas, Florida, Georgia, Indiana, Maine, Michigan, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Wisconsin)</div><div><br></div><div>Employees located near our Cleveland, OH office are welcome to work on-site, but this isn't required for this role.</div><div><br></div><div>Sponsorship for work authorization for foreign national candidates is not available for this position.</div><div><br></div><div><strong>Compensation:</strong></div><div>Final compensation is determined by a combination of factors, including job-related experience, skills, knowledge, internal pay equity, and overall market conditions. Because of this, every offer is unique. Additional details on total compensation and benefits will be discussed during the hiring process.</div><div><br></div><div><strong>Benefits:</strong></div><div>We offer a comprehensive benefits package including Medical, Vision, and Dental coverage, a generous time-off policy and parental leave policy for birthing and non-birthing parents, and the opportunity to contribute to your 401k plan to support your long-term goals.</div><div><br></div><div><strong>Equal Opportunity Statement:</strong></div><div>BoxCast is proud to be an Equal Employment Opportunity employer. All qualified applicants receive equal consideration regardless of race, place of origin, color, age, marital status, religion, sex, sexual orientation, gender expression or identity, protected veteran status, disability status, or any other status protected by law.</div><div><br></div><div><strong>Candidate Accommodations:</strong></div><div>We’re committed to providing reasonable accommodations for individuals with disabilities. If you need assistance or an accommodation during the interview process, please contact our People Operations team during the recruitment process.</div><div><br></div><div><strong>A Final Note:</strong></div><div>You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.</div>

Community Manager

<div><strong>About the Role</strong></div><div>The Technical Support Representative position is a perfect blend of customer care and tech support. You'll be providing technical support and troubleshooting for our two main categories of users:</div><div>1) Our church/non-profit partners.</div><div>2) The end-users that are giving/donating to our partners.</div><div>&nbsp;</div><div><em>Named as one of BuiltIn ‘</em><strong><em>Best Places to Work</em></strong><em>’ in Seattle, Denver and Dallas for 2025; ranked number </em><strong><em>10</em></strong><em> by Seattle Business Magazine in the ‘</em><strong><em>Washington’s 100 Best Companies to Work For’</em></strong><em> list in the large companies category for 2024; named as a 2025 '</em><strong><em>Best Places to Work for Women'</em></strong><em> by Best Companies Group.</em></div><div>&nbsp;</div><div><strong>Benefits and Compensation</strong></div><div>We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:</div><ul><li>100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee</li><li>70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents</li><li>401K match</li><li>Hybrid work model - 3 days in the office / 2 days remote each week; COS only</li><li>Remote; EST states only</li><li>12 paid company holidays</li><li>2 paid Volunteer Time Off days</li><li>15 days PTO, to start, increases with tenure and seniority</li><li>Paid parental and adoption leave</li><li><strong>Compensation Range:</strong><ul><li><strong>EST States: $41,850 - $48,360, depending on location.</strong></li><li><strong>COS: $43,650 - $53,350</strong></li></ul></li></ul><div><br><em>Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.</em></div><div><br><strong><em>The following EST states are approved as remote work locations for this position: FL, GA, IN (EST only), MI, NC, OH, PA, SC, TN (EST only), VA - All other states are not in consideration for this role at this time.</em></strong></div><div>&nbsp;</div><div><strong>What You'll Do</strong></div><ul><li>Being a First Responder on the Support Team that provides technical support and troubleshooting for our two main categories of users: 1) Our church/non-profit partners 2) The end-users that are giving/donating to our partners.</li><li>Operating as the primary responder to support inquiries through the established support channels.&nbsp;</li></ul><div>o Ticketing System</div><div>o Live Chat</div><div>o Phone</div><div>o Email</div><ul><li>Delegating inquiries that are to be handled by other members of the Customer Success Division.</li><li>Keeping to strict customer Target Response Times and checking in with Support Leadership on a regular basis to report overall status.</li><li>Assisting with and supporting the customer through every stage of the customer journey from onboarding of the product to their potential exit from the product.</li><li>Organizing, tagging, and tracking common issues to follow trends for escalation.</li><li>Be a key player in platform improvement by keeping Support Leadership informed often.</li><li>Providing accurate, timely reports and forecasts, as needed, for management.</li><li>Contributing daily to customer knowledge-base repositories and support the use of those repositories across the Customer Success Division.</li><li>Providing timely internal support for the Customer Success Department, as it relates to troubleshooting customer issues outside of other department members’ knowledge or assisting with time sensitive customer requests.</li><li>Assisting with a customer’s account cancellation to confirm details around the cancellation.</li><li>While performing the duties of this role, regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.</li></ul><div>&nbsp;</div><div><strong>What You'll Bring</strong></div><ul><li>College degree in Communications, or related field is preferred.</li><li>Minimum 1 year of experience in Customer Support or Tech Support role.</li><li>Bi-lingual (English &amp; Spanish) Preferred.</li><li>Experience with CRM software (e.g. Salesforce) is a major plus.</li><li>Expert understanding of customer service processes.</li><li>Self starter with proactive mindset and minimum need for supervision.</li><li>Persistence and determination to deliver results.</li><li>Excellent communication and management abilities.</li><li>Well-organized and strong work ethic.</li><li>Ability to manage multiple, concurrent support relationships.</li><li>Ability to anticipate change and adjust priorities accordingly.</li><li>Understanding of key drivers for local church success.</li><li>Understanding of industry culture, products and services.</li><li>Excellent eye for detail – ability to create accurate and high quality pieces of work.</li><li>Genuine interest in business, especially as it relates to the church and non-profit space.</li><li>A love for problem solving, especially in technical online software issues.</li><li>A passion to serve, help, and assist in whatever capacity possible.</li><li>Experience in direct customer or client-facing roles.</li><li>Interest in implementing feedback and dedicated to the improvement of your skills and work.</li><li>The ability to quickly adapt to new situations and think on your feet.</li><li>A desire to help people and improve the customer experience.</li><li>Must be a TEAM player – this role won’t work well if you don’t work well with others.</li><li>Available to work Sundays.</li></ul><div>&nbsp;</div><div>Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.</div><div>If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact peopleteam@pushpay.com.</div><div><strong>About Pushpay</strong></div><div>Pushpay helps organizations and communities come to gather &amp; stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!</div><div>**Applications will be taken on an ongoing basis</div><div><br></div>

Technical Support Representative

<div><strong>About Us:</strong></div><div>We're a group of Christian tech experts on a mission to create a better, more private, and more secure online world. As an Operations Manager at Shiloh, you'll be the behind-the-scenes mastermind who keeps our operations running smoothly.</div><div><strong>Your Mission:</strong></div><ul><li><strong>Orchestrate Excellence:</strong> Keep our web hosting, managed IT, products, and software development services running at peak performance, ensuring our customers receive top-notch service.</li><li><strong>Unite the Team:</strong> Foster a culture of collaboration and teamwork, ensuring our departments work in harmony to achieve our goals.</li><li><strong>Drive Efficiency:</strong> Develop and implement strategic plans to optimize our operations, streamlining processes and eliminating inefficiencies.</li><li><strong>Unlock Insights:</strong> Analyze data to identify areas for improvement, and make data-driven decisions to propel our growth and success.</li><li><strong>Empower Our Team:</strong> Provide coaching and feedback to help our team members grow and develop, unlocking their full potential.</li><li><strong>Shape the Future:</strong> Collaborate with our leadership team to develop and implement strategic plans, driving our company's vision and mission forward.</li></ul><div><strong>Your Key Responsibilities:</strong></div><div>As our Operations Manager, you'll play a vital role in driving our company's success. Your key responsibilities will include:</div><ul><li><strong>Financial Mastery</strong>: Own our financial operations, ensuring seamless payments, and collaborating with our finance team to resolve any issues. Your expertise will keep our financial engine running smoothly.</li><li><strong>Project Leadership</strong>: Spearhead project planning, execution, and delivery, guaranteeing timely, on-budget, and top-notch results that exceed expectations.</li><li><strong>Talent Catalyst</strong>: Foster a culture of growth, empowering team members to reach their full potential through:</li><li><strong>Talent Acquisition</strong>: Assist in recruiting and on-boarding new talent, ensuring a smooth transition into our team.</li><li><strong>Skill Development</strong>: Design and implement training programs that boost team skills and knowledge, driving innovation and excellence.</li><li><strong>Coaching &amp; Feedback</strong>: Provide regular guidance and feedback, helping team members grow and thrive in their roles.</li><li><strong>Performance Excellence</strong>: Develop and execute performance management plans, ensuring team members meet expectations and addressing any performance gaps.</li><li><strong>Customer Champion</strong>: Build and nurture strong relationships with our customers, delivering exceptional experiences that exceed their needs and drive loyalty.</li><li><strong>Innovative: </strong>Confident fostering a culture of innovation and implementation through iteration.</li></ul><div><strong>What We're Looking For:</strong></div><ul><li>3+ years of experience in operations management or a related field</li><li>Proven track record of improving efficiency and productivity</li><li>Excellent communication and problem-solving skills</li><li>Ability to work in a fast-paced environment and prioritize multiple tasks simultaneously</li><li>Experience with project management tools like Asana, Trello, or Jira</li><li>Strong attention to detail and organizational skills</li><li>A passion for building a decentralized, open-source alternative to the existing tech ecosystem</li><li>Alignment with our Statement of Faith: https://shilohcode.com/creed</li></ul><div><strong>Perks:</strong></div><ul><li>Competitive salary and benefits package</li><li>Opportunity to work with a dynamic team of Christian professionals who share your values</li><li>Collaborative and supportive work environment</li><li>Professional development and growth opportunities</li><li>Flexible work arrangements, including remote work options</li></ul><div><strong>Reach out:</strong></div><div>If you're excited about building a better future for everyone while working at a Christian organization disrupting the industry, we want to hear from you!</div>

Operations Manager

<div><strong>Organization: </strong>Customer Experience</div><div><strong>Team:</strong> Support</div><div><strong>Reports to:</strong> Customer Support Manager</div><div><strong>Experience Level: </strong>Mid-Level</div><div><strong>Type:</strong> Full-time, exempt; at-will</div><div><strong>Location:</strong> Permanently remote</div><div><strong>Base Comp Range:</strong> $70,000 - 80,000 annual</div><div><strong>Perks/Benefits:</strong> $10,000 - $15,000 plus 401(k) with match</div><div><strong>Base PTO: </strong>30 days per year (15 days, plus 10 holidays, plus 5 floating holidays)<br><br></div><div><strong>About the Role</strong></div><div>The Technical Support Specialist is a mid-to-senior level role housed within our Customer Experience organization, serving as a critical bridge between our customers and Engineering team on complex technical issues. This position works closely with Engineering and will collaborate within the Support team, taking ownership of escalated cases and ensuring they are resolved with accuracy and efficiency. Key areas of ownership include data migrations, Salesforce administration, key technical support escalations, automation advocacy, and serving as an engineering project liaison. This role will receive mentorship and technical review from the Engineering team.<br><br></div><div>In the early stages, this hire will focus on addressing customer support tickets to gain a deep understanding of our platform and customer needs.</div><div><strong><br>Responsibilities</strong></div><ol><li><strong>Advanced Support Ticket Resolution:</strong> Handle complex P1 and P2 support tickets, ensuring timely resolution and escalating to management when necessary.</li><li><strong>Engineering Issue Management: </strong>Scope, document, and submit well-structured issues in GitHub for the Engineering team based on Support escalations.</li><li><strong>Data Migrations: </strong>Serve as the lead Support resource for customers using the migration tool, providing guidance and troubleshooting.</li><li><strong>Data Update Coordination: </strong>Coordinate and even write scripts (nice to have, not requirement) in GitHub issue for engineers to execute in order to update customer data accurately and securely.</li><li><strong>Bug Investigation: </strong>Reproduce and investigate reported bugs, collaborating with Engineering to determine root causes and next steps.</li><li><strong>General Integration Support: </strong>Lead customer-facing calls and information gathering for integration and API troubleshooting.</li><li><strong>Salesforce Support: </strong>Obtain (or already hold) a Salesforce certification to assist customers with Salesforce integration issues. Current Salesforce certification preferred.</li><li><strong>Automation Advocacy: </strong>Identify opportunities for process automation and efficiency improvements, working with Engineering to implement solutions that reduce manual work and improve customer experience.</li><li><strong>Engineering Project Liaison:</strong> Serve as the primary point of contact between Customer Experience and Engineering teams for technical projects, facilitating communication, requirements gathering, and ensuring customer needs are represented in engineering decisions.</li></ol><div><strong><br>Qualifications</strong></div><ol><li>3+ years in a technical support, or engineering-adjacent role, ideally within SaaS or a similar technology environment.</li><li>SQL knowledge preferred.</li><li>Ability to scope and document technical issues clearly for engineering teams.</li><li>Familiarity with GitHub issue tracking.</li><li>Experience troubleshooting integrations and APIs.</li><li>Knowledge of digital marketing technology (GA4/GTM, etc)</li><li>Strong problem-solving and analytical skills, with a detail-oriented mindset.</li><li>Excellent communication skills, both written and verbal.</li><li>Salesforce Administrator certification (or willingness to obtain within first 6 months).</li></ol><div><strong><br>Requirements</strong></div><ul><li>SQL: 1 - 3 years</li><li>GitHub Issue Tracking: 1 - 3 years</li><li>API Troubleshooting: 2 - 4 years</li><li>Problem-solving: Good - Excellent</li><li>Communication: Good - Excellent</li></ul><div><strong><br>Nice to Have</strong></div><ul><li>Salesforce Administration: 1 - 2 years</li><li>Scripting: 1 - 2 years</li><li>Technical Documentation: Good - Excellent</li></ul><div><strong><br>About Us</strong></div><div>We started Anedot in 2010 and now are launching a major payment processing and finance product aimed at empowering organizations through innovation, scalability, and world-class user experiences. This is a greenfield project, offering you the chance to make foundational architectural decisions and have a significant impact on a highly visible and transformative platform. We are a low-meeting and little bureaucracy organization - we don’t have time for that.<br><br></div><div><strong><br>What Success Looks Like</strong></div><div>In this role, success is measured by:<br><br></div><ul><li><strong>First 90 Days: </strong>You are proficient in handling P1/P2 tickets, creating engineering issues, and handling basic integration troubleshooting.</li><li><strong>6 Months: </strong>You are independently managing migration requests, leading integration troubleshooting calls, and writing scripts for data updates.</li><li><strong>12 Months: </strong>You have reduced turnaround time for complex tickets and escalations, improved communication workflows between Support and Engineering, and are actively contributing to automation initiatives.</li><li><strong>Ongoing: </strong>You serve as the go-to technical expert for the Support team, consistently improving processes, and enabling faster resolutions for our customers.</li></ul><div><strong><br>Hiring Process</strong></div><ol><li>Fill out a job Application (whether direct or via recruiter)</li><li>Initial Interview</li><li>Technical Questionnaire</li><li>Video interview with our Founder and CEO. Before this meeting we'll send an optional Clifton StrengthsFinder access code.</li></ol><div><br><em>Please note that we’re unable to offer individual feedback during the screening process.</em></div>

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