<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>

Technical Support Specialist

<div><strong>About Subsplash</strong></div><div>Subsplash is an exciting award-winning team of 280+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve pioneered the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.</div><div><br>Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to <a href="https://www.glassdoor.com/Reviews/Subsplash-Reviews-E949698.htm">Glassdoor</a> and see for yourself!</div><div><br><strong>About the Team</strong></div><div>The Platform Support Team is a growing group of technically-inclined team members working to help clients learn and make the most of the Subsplash Platform. The secret to this team’s success is its wide array of skills. There are tech gurus, customer service geniuses, operations wizards, and amazing writers, all of whom contribute something unique to the team. If you like learning, teaching, technology, and animated GIFs, then you will fit right in!&nbsp;</div><div><br><strong>About the Role</strong></div><div>As the Onboarding Specialist, you will report to the Onboarding Manager. The Onboarding Specialist welcomes the client post-sale and curates the onboarding experience to optimize client retention, maximum adoption of services and delivering delight. You will excel in teaching the client how to use Subsplash tools, understand our diverse services and usher them through the process to realize their value.&nbsp;</div><div><br><strong>Your Priorities&nbsp;</strong></div><ul><li>Providing tailored services for paid implementation clients including but not limited to consulting, building and graphic design</li><li>Providing clients with creative direction and solutions to problems via tickets and phone calls and screen sharing</li><li>Working closely with the client to curate their onboarding journey and see that apps pass internal review in six weeks or less from signup</li><li>Reviewing client apps for quality assurance</li><li>Working with your team on new projects and ideas to better the client experience</li><li>Troubleshooting complex issues</li></ul><div><br><strong>You Are...</strong></div><ul><li><strong>A Skilled Communicator:</strong> You’re a strong writer and comfortable on the phone</li><li><strong>A Subsplash Platform expert:</strong> including all areas related to onboarding for the App, Giving, SnapPages, and future products.&nbsp;</li><li><strong>Technical:</strong> You enjoy learning about new technology and understanding how things work. You can build a Subsplash app that will pass review in under one hour and translate a client’s previous website into a SnapPages site within 3 hours.&nbsp;</li><li><strong>A Problem Solver:</strong> You’re a critical thinker by nature and love solving puzzles</li><li><strong>Empathetic:</strong> Helping other people makes you happy</li><li><strong>A Good Teacher:</strong> You can make complex concepts seem simple</li><li><strong>An Awesome Human Being: </strong>You exemplify humility, innovation, and excellence. You do great work and continuously strive to improve and grow</li></ul><div><br><strong>Qualifications</strong></div><ul><li>2 years of customer service experience</li><li>Experience using systems like Zendesk, JIRA, Asana, and Google Apps</li></ul><div><br><strong>Bonus Qualifications</strong></div><ul><li>Basic coding knowledge</li><li>Experience with Photoshop and/or other image manipulation and design programs</li></ul><div><br><strong>Compensation</strong></div><ul><li>The total compensation for this role is between $50-55,000/yr.</li></ul><div><br><strong>Location</strong></div><div>Subsplash currently has operations in 27 states across the US! As much as we would love to have employees in as many states and countries as we have clients, we are currently limiting hiring to the states we already operate in. As a result of that,<strong> this role is only available as a 100% remote position if you reside in one of the following states:&nbsp;</strong></div><div><br>AL, AR, AZ, CO, FL, GA, ID, IA, IN, KS, KY, MO, MI, MN, NC, NM, OK, OH, OR, SC, SD, TN, TX, UT, VA, WA, WY.</div><div><br>Unfortunately, if you do not currently reside in one of these states, we are unable to consider your application.</div><div><br><strong>Benefits</strong></div><div>Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech.</div>

Customer Onboarding Specialist

<div><strong>Location: <br></strong>Remote / Hybrid&nbsp; <br><br><strong>Pay Rate:<br></strong>$25/hour as 1099<br>OR<br>$20/hour as Full-Time<br><br><strong>Hours:<br></strong><em>Seasonal</em>: Monday through Thursday, 4-24 hours per week, between Fall 2025 to Spring 2026<br><em>Full-Time Hours</em>: 40 hours per week Monday through Friday<br><br><strong>Who We Are <br></strong>Servant Keeper is on a mission to multiply ministry impact.<br><br>We’re not just a software company — we’re a mission partner to the 30,000+ churches and nonprofits we serve. Every feature we build, every phone call we make, and every relationship we nurture helps ministry leaders focus less on admin and more on what matters most — serving their people. <br><br>Our software and support equip thousands of faith-based organizations with tools that are powerful, easy to use, and backed by a team that truly cares. We’re building toward an ambitious growth goal, and we’re doing it with passion and purpose. <br><br>Our Core Values aren’t just wall art — they’re how we operate: <br><br>🙌 Servant Heart – We lead by serving first <br>💪 Grit – We find a way, even when it’s hard <br>🚀 Never Satisfied – We improve relentlessly <br>🤝 Community – We are better together <br>✅ Do What You Say – Integrity is non-negotiable <br><br><strong>What You’ll Do </strong><br>As a Help Desk Agent, you are driven to ensure the success of our customers across the country. You are willing to go the extra mile to ensure that every single customer you interact with receives quick solutions to their problems.<br><br><strong>You will:</strong><br>-Provide exceptional customer service, primarily over the phone-- guiding partners through solutions, allowing them to return to work faster<br>- Assist customers by providing accurate product information and addressing questions or concerns in a helpful and professional manner<br>- Collaborate cross-functionally with other departments<br>- Show up with heart, hustle, and humility <br><br><strong>What You Bring <br></strong>- Genuine interest in serving faith-based organizations <br>- Clear, confident communication with strong listening skills <br>- Organization and self-motivation with sharp attention to detail <br>- Basic computer operations, Microsoft Windows &amp; Office applications<br><br><strong>What You Get <br></strong>- A mission-driven role where your work truly matters&nbsp;<br>- Competitive pay<br>- A team that’s purpose-first and people-always<br>- For Full-Time Employees:<br>-&nbsp; &nbsp; Vacation and Sick time accrual / Paid Time Off<br>-&nbsp; &nbsp; Medical, dental, and vision insurance<br>-&nbsp; &nbsp; Life and disability insurance<br>-&nbsp; &nbsp; HSA and FSA options<br>-&nbsp; &nbsp; 401(k) with company match<br>-&nbsp; &nbsp; Access to wellness resources</div>

Help Desk Agent

<div><strong>About Us</strong></div><div><br>Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.</div><div><br>Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits&nbsp;</div><div><br>We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.&nbsp;</div><div><br>The ideal candidate for Virtuous embodies our values by:</div><ul><li>Asking questions with a spirit of curiosity</li><li>Giving feedback freely with candor &amp; grace, welcoming it in return</li><li>Displaying a passion for philanthropy and technology&nbsp;</li><li>Serving with joy. Everyone is willing to make the coffee!</li><li>Celebrating the wins &amp; milestones of others&nbsp;</li><li>Assuming good intent &amp; demonstrating trust in others&nbsp;</li><li>Pursuing relationships with people different from themselves &amp; creates space to be human</li></ul><div><strong><br>Position Summary<br></strong>We are looking for a Manager of Customer Success to join our growing Customer Success Team. As Manager of Customer Success, you will report to the Director of Customer Success and will be focused on leading our mid-level Customer Success Managers who are responsible for revenue retention, expansion, customer product adoption, and overall satisfaction.</div><div><br>In this role, you will be responsible for the success of your Customer Success Manager team, which includes meeting or exceeding gross and net revenue retention goals, as well as achieving expansion targets. You will coach your team on how to successfully manage a book of business proactively, how to implement B2B SaaS CS best practices and guiding principles, and how to develop CS professional skills. You will work closely with cross functional leaders from teams such as Technical Support, Onboarding, Sales, Marketing and Product for the betterment of the customer experience and ability for your team to serve their customers as effectively as possible.&nbsp;</div><div><strong><br>Responsibilities</strong></div><div><strong><br>Team Development: </strong>Provide ongoing mentorship and support to Customer Success team members, fostering professional growth, resolving challenges, and ensuring adherence to best practices and company standards. Drive the professional development of Customer Success team members through targeted training, mentorship, and performance feedback, while fostering a supportive environment that encourages continuous learning and growth. Use data and reporting to measure CSM success and areas for improvement.&nbsp;</div><div><strong><br>Team Performance and OKR Management: </strong>Oversee team performance of company objectives and departmental goals, ensuring parallel progress and providing prescriptive feedback for each Customer Success Manager in necessary areas of growth. Own and manage quarterly OKRs, providing regular updates to Virtuous leadership.</div><div><strong><br>Segmenting and Forecasting</strong>: Conduct regular assessments of Customer Success Managers’ books of business to ensure optimal balance of recurring revenue, customer journey stages, and more. Develop and update retention and expansion forecasts for each CSM and collectively as a team.&nbsp;</div><div><strong><br>Software Management</strong>: Maintain and optimize software tools for the team, including ChurnZero reportings, Sendoso, Notion, and Lattice, ensuring effective utilization and data accuracy.</div><div><strong><br>You Must Have</strong></div><ul><li>At least 3 years of experience managing a team is required</li><li>Management experience in B2B SaaS</li><li>Experience managing a quota carrying team</li><li>Experience in a professional customer facing role required</li><li>Strong Leadership: Proven experience in a customer success or related leadership role.</li><li>Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success.</li><li>Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful relationships not only with your team members but also with customers.</li><li>Proactive Problem-Solving: Proven ability to identify and address gaps or risks in CSM books of business with the appropriate coaching</li><li>Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach.</li><li>Technical Proficiency: Strong technical acumen to provide product support and guidance to&nbsp; your team through the use of tools, reporting, and data driven customer insights.</li><li>Sales Acumen: Ability to coach CSMs on sales tactics and strategies for optimal retention and expansion</li><li>Project Management: Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives.</li><li>Proficiency in working with CRMs, email marketing, and other technology.</li><li>Thrive in a fast-paced and ever-changing environment where you equally work independently and collaboratively- the ability to juggle multiple processes and prioritize daily is a must.</li></ul><div><strong><br>What We Offer</strong></div><ul><li>Market competitive pay leveraging Carta data</li><li>Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)</li><li>401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days</li><li>We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO</li><li>Supportive time off including paid volunteer days and company holidays</li><li>Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).</li><li>12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)</li><li>We pride ourselves on Community and host exciting company outings and events.</li></ul><div><br>We’ve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.<br><br>Please note that all legitimate communication from Virtuous will only come from the @virtuous.org domain. If you receive a message from other domains, even if they look similar (e.g., virtuouscareers.org or virtuousjobs.com), they are <strong>not legitimate</strong> and we recommend disregarding it immediately.</div>

Manager of Customer Success

<div><strong>About Planning Center</strong></div><div>Planning Center, established in 2006, has grown to support over 85,000 churches worldwide. As an independent company, we pride ourselves on being debt-free with no outside investors. Churches use our tools to communicate and connect with their congregations, organize information, and coordinate events. We’re committed to building great products that solve real problems using web and mobile products.<br><br></div><div>Our team enjoys the flexibility of remote work, utilizing tools like Asana, Slack, Notion, and Zoom for collaboration. We gather three times a year at our main office in Carlsbad, CA, fostering our work relationships.<br><br></div><div><strong>About the Work</strong></div><div>As a Customer Support Agent (CSA), you will play a pivotal role in delivering world-class support and ensuring the satisfaction of our customers. The ideal candidate will exhibit a diverse set of skills, including exceptional problem-solving abilities, effective verbal and written communication skills, and a commitment to continuous learning and process improvement. Agents must be adaptable, proactive, and empathetic individuals who value team collaboration and elevating the customer experience.</div><div><br></div><h3>Who We Look For</h3><div><strong>Life Long Learners</strong></div><div>Our team is committed to giving our customers the best support we can. This means we’re always learning. Each of our support agents contributes to our team's culture and challenges the status quo, improving their team, our department, and the company.</div><div><br></div><div><strong>Driven individuals, comfortable asking questions</strong></div><div>We do our best to empower each team member with the information they need to work with autonomy when they can, and the internal support they need to find answers when they’re stuck! You’re not on your own, though. The team is always there to back you up.</div><div><br></div><div><strong>Good communicators with excellent writing skills</strong></div><div>Ninety-seven percent (97%) of our support is done through written communication. Additionally, over half of Planning Center’s employees work from home and in different time zones. Clear and concise writing skills are paramount in conveying the heart of Planning Center to our teammates and customers.</div><div><br></div><div><strong>Problem solvers with a knack for simplifying complex issues</strong></div><div>Some problems come with multiple solutions, and the best solution often depends on the situation. We do our best to provide you with all the options available to help our customers solve their problems, but understanding which one will work best is often up to you!</div><div><br></div><div><strong>Passion for excellent products</strong></div><div>Our products give us a contagious excitement, knowing that they "just work." We believe our products are the best at what they do, and our support team is the best at helping our customers use them.</div><div><br></div><div>We believe the strongest teams comprise people with diverse backgrounds and experiences, and we are committed to cultivating that diversity here at Planning Center. We're building an inclusive, supportive place for you to do your best work.</div><div><br></div><h3><strong>The Hiring Process</strong></h3><div>Our hiring team is made up of our department leadership team, our support team managers, and a few of our support agents. During the hiring process, we strongly encourage you to bring any questions to anybody you interact with. You’re interviewing us as much as we’re interviewing you.</div><div><br></div><div>Here’s a look at what our hiring process generally looks like:</div><div><br></div><div><strong>Round 1 - resume and application review&nbsp;</strong></div><div>At this stage, our hiring team evaluates candidate applications, identifying stand-out work in one or multiple categories.</div><div><strong>Round 2 - sample support tickets with more written questions and answers</strong></div><div>Next, a homework exercise, where you’ll have a chance to share a commentary and proposed solution(s) to some support interactions.</div><div><strong>Round 3 - video interview with members of the hiring team</strong></div><div>This is a chance for us to get to know each other. We value giving you time to ask any questions that you may have about working at Planning Center, so feel free to have questions ready for us!</div><div><br></div><div><strong>Applications will be accepted until 5pm PST on August 19,2025</strong></div><div><br></div><div><strong>To Apply</strong><br>Please answer all the questions on the application and submit your resume.&nbsp;</div><div><br></div><div><strong>Requirements</strong></div><ol><li>Reside in the United States</li><li>Eligible to work in the United States (<em>we are currently </em><strong><em>unable</em></strong><em> to offer employment to those with H-1B visas</em>)</li><li>Be willing to travel four times each year to connect with the rest of the team (not during a pandemic)</li><li>Analytical and holistic problem-solving skills</li><li>Excellent Verbal and written communication skills</li><li>Aptitude for product knowledge or the ability to learn quickly</li><li>Experience with software and computers</li><li>Ability to work on a team and collaborate effectively</li><li>Receptive to feedback, with a commitment to learning and improvement</li></ol><div><br></div><div><strong>Benefits</strong></div><div>We love our team. It’s one of the core pillars we work off of every day, which is why we take care of you as best we can. Here are a few highlights, but you can find all our benefits here.</div><div><br></div><ul><li><strong>Salary Compensation</strong>: <em>We start all of our support agents at $69,000 a year</em> and have opportunities for you to level up to $91,000 with time and responsibilities. Paid semi-monthly on the 1st and 16th of each month. If the 1st or 16th lands on a weekend or holiday, payday is the business day prior. The company shall withhold a portion of the compensation for payment of taxes, in accordance with the laws set up and managed through Rippling.</li><li><strong>Company Laptop and Monitor</strong> - To be returned upon request or termination of employment</li><li><strong>Home Office Stipend</strong> - $2,500 taxable allowance to set up your home office. You can use the allowance for a standing desk, ergonomic chair, keyboard, mouse or trackpad, backpack, etc.—all yours to keep.</li><li><strong>Health Coverage</strong> - Ninety-five percent (95%) paid Health and 100% paid Dental and Vision coverage for you and your dependents, effective the first day of the month following your start date</li><li><strong>401K Contributions</strong> - Company 3.0% non-elective contribution to a 410(k) beginning at 90 days of employment</li><li><strong>Paid Vacation</strong>—two weeks paid time off during your first year, and increases with longevity at the company up to three weeks</li><li><strong>Paid Sick Leave</strong>—Seven days per year</li><li><strong>Extra Fridays Off </strong>- Paid Fridays off in the summer and every other Friday off during non-summer months.</li><li><strong>Paid Holidays</strong>—11 Days. We observe a United States Holiday calendar and take a week-long winter break between Christmas Eve and New Year’s</li><li><strong>Sabbatical</strong> - Paid month-long Sabbatical every five years</li><li><strong>Phone &amp; Utilities Stipend</strong> - Employees receive $100 every month to help cover the bills</li><li><strong>Co-working Stipend</strong> - This perk covers a maximum of $250/month if you work outside your home</li><li><strong>Health Stipend</strong> - Employees can use up to $200/month for therapy, counseling, gym membership, etc.)</li><li><strong>Charitable Giving Match</strong> - Planning Center will <em>match</em> up to $2000 to a 501c3 of your choice.</li><li><strong>Continuing Education Allowance</strong> - Can be used for books, videos, courses, and conferences.</li><li><strong>Work from anywhere in the USA</strong></li></ul><div>Over 80% of Planning Center is remote. We appreciate the freedom and flexibility that come with working from home and promote remote culture and communication in everything we do.</div><div><br></div><div>That doesn’t mean we don’t value the connection that comes with working together in person. We provide several opportunities throughout the year to travel and connect with your teammates and work, serve, and celebrate together in person at our headquarters in Carlsbad, CA, or around the country as the opportunity presents itself!</div>

Customer Support Agent

<div><strong>About Subsplash</strong></div><div>Subsplash is an exciting award-winning team of 280+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve remained family owned and operated while pioneering the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the millions of people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.</div><div><br>Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!</div><div><br><strong>About the Team</strong></div><div>The IT Team at Subsplash is the foundation that maintains all the activities and services that are required to support business functions as well as ensuring proper security across all IT systems. We are passionately focused on delivering delightful support to our internal customers. We achieve this by providing robust day-to-day technical support that empowers our fellow Subsplash employees to perform their best work most often. Beyond daily technical support, our team handles crucial functions such as access management, user provisioning and deprovisioning, new hardware and software setup, and diligently works to keep our dues and subscription spend under budget. The secret to this team's success lies in being exceptionally thorough and organized, while maintaining a high level of energy and enthusiasm.</div><div><br><strong>About the Role</strong></div><div>The Senior IT Support Engineer, reporting to the Sr. Director of Risk, Compliance &amp; IT, serves as a critical point of contact for advanced IT-related inquiries and escalated issues within the organization. This role focuses on providing timely and effective support, expertly triaging incoming issues, and proactively developing a comprehensive knowledge base of IT practices, procedures, and solutions to significantly enhance problem-solving efficiency across the team. The&nbsp; Senior IT Support Engineer plays a key role in ensuring the IT team consistently meets or exceeds defined service level objectives (SLOs). This role embodies the qualities and values of the IT team at Subsplash and serves as a model for the team.</div><div><br><strong>Essential Functions of This Role:</strong></div><ul><li><strong>Tier 1-3 Support &amp; Escalation Management:</strong><ul><li>Serve as the primary escalation point for complex or recurring IT issues, providing up to Tier 3 troubleshooting and resolution.</li><li>Triage all IT related questions as they arise, ensuring efficient routing and timely resolution.</li><li>Provide on-call support for immediate software and hardware issues during local business hours.</li><li>Provide technical support over the phone, web, Slack, and other tools.</li><li>Account management for password resets, lockout, provisioning and deprovisioning of accounts.</li><li>Diagnose computer errors and provide technical support.</li><li>Use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.</li><li>Set up and configure new laptops.</li></ul></li><li><strong>IT Operations &amp; Project Leadership:</strong><ul><li>Lead or participate in IT projects, such as Okta integrations, new software implementations, and migrations.</li><li>Evaluate and recommend new technologies and tools to improve IT support capabilities.</li><li>Oversee the ordering process for new hardware, ensuring adherence to budget, procurement policies, and timely delivery.</li><li>Ensure compliance with IT security policies and procedures, and participate in security audits.</li><li>Utilize best practices for monitoring and remediating endpoint security vulnerabilities.</li><li>Maintain mobile device management (MDM) system to ensure endpoints are configured per security and compliance standards.</li><li>Collaborate with cross-functional teams to identify and implement automation opportunities for repetitive IT tasks, contributing to increased operational efficiency and reduced manual effort.</li><li>Leverage AI-powered tools and platforms to enhance troubleshooting, automate routine tasks, and improve overall operational efficiency.</li><li>Assist in managing IT vendor relationships, ensuring service delivery and issue resolution meet organizational expectations.</li></ul></li><li><strong>Training &amp; Documentation Excellence:</strong><ul><li>Develop and maintain technical documentation, knowledge base articles, and standard operating procedures for IT processes.</li><li>Train end-users how to set up and use new technologies.</li><li>Develop and deliver training programs for end-users on new technologies and IT best practices.</li><li>Support IT Onboarding Sessions for new Team Members.</li><li>Maintain up-to-date inventory of company-owned hardware.</li></ul></li></ul><div><br><strong>Required Education and Experience:</strong></div><ul><li>A bachelor's degree in a related field.</li><li>5+ years of progressive IT Help Desk or IT Operations experience, with demonstrated leadership in technical capacities.</li><li>Ability to prioritize and execute tasks.</li><li>Excellent time management skills.</li><li>Strong interpersonal skills with a positive, outgoing, high energy attitude..</li><li>Hands-on experience with implementing and supporting Okta or other identity management systems (IdM/SSO) in a production environment.</li><li>Hands-on experience administering Jamf Pro, Microsoft Intune, or other Mobile Device Management (MDM) solutions in an enterprise environment.</li><li>Hands-on experience with Google Workspace administration, including complex configurations and troubleshooting.</li><li>Experience with administering SentinelOne or similar EDR.</li><li>Experience with automation &amp; scripting Mac and Linux environments.</li><li>Hands-on experience supporting Mac, Linux, and Windows.</li><li>Tolerance for repetitive or manual tasks, with a mind for automating said tasks.</li></ul><div><br><strong>Desired Qualifications:</strong></div><ul><li>Knowledge and understanding of best practice frameworks (such as ITIL, ISO20K) for delivery of IT services.</li><li>Experience with leveraging AI tools for IT operations and process improvement.</li><li>Certifications such as Jamf Pro (200 or higher), SentinelOne, CompTIA A+, Network+, Security+, ITIL Foundation, or equivalent.</li></ul><div><br><strong>Compensation</strong></div><ul><li>The overall compensation for this position is between $90,000-$96,000/yr depending on experience level.</li></ul><div><br><strong>Hours</strong></div><ul><li>This role follows a standard schedule of 8:30 AM – 5:00 PM Pacific Time. To ensure strong collaboration and team alignment, we’re prioritizing candidates who are either located in the Pacific Time Zone or are able to work these hours consistently without scheduling conflicts.</li></ul><div><br><strong>Location</strong></div><div>Subsplash currently has operations in 27 states across the US! As much as we would love to have employees in as many states and countries as we have clients, we are currently limiting hiring to the states we already operate in. As a result of that,<strong> this role is only available as a 100% remote position if you reside in one of the following states:&nbsp;</strong></div><div>AL, AR, AZ, CO, FL, GA, ID, IA, IN, KS, KY, MO, MI, MN, NC, NM, OK, OH, OR, SC, SD, TN, TX, UT, VA, WA, WY.</div><div><br>Unfortunately, if you do not reside in one of these states, we are unable to consider your application.</div><div><br><strong>Benefits</strong></div><div>Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech</div><div><br>Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.</div><div><br>Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.</div>

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