Customer Support Advocate

This is a fully remote position, open to applicants in Alabama, +28 more states.

📋 Description

• Provide compassionate assistance through phone, live chat, email, and scheduled meetings to diagnose and resolve intricate customer inquiries.

• Cultivate and sustain a profound technical understanding of all Tithely products to confidently support an expanding product catalog.

• Record software bugs with logs and reproduction steps to effectively escalate complex issues to our Specialist Team.

• Employ KCS methodologies to pinpoint gaps and update internal and external knowledge base documentation in real-time.

• Utilize AI tools and resources to enhance efficiency while preserving a personal, human-centered customer experience.

• Efficiently manage your daily queue to meet and surpass key metrics, including CSAT, SLA, and ticket resolution count.

• Recognize cross-sell opportunities, promoting product adoption and earning unlimited bonuses.

⛳️ Requirements

• Minimum of 2 years in customer service, technical support, or customer-facing roles dealing with a diverse range of customer inquiries.

• Proven experience in troubleshooting customer issues and identifying practical solutions in real-time.

• Strong skills with web-based software platforms, support systems, and AI-assisted tools.

• Capability to maintain accuracy and productivity while handling high-volume support activities.

• Familiarity with the Tithely suite of products or similar church management, giving, or ministry software platforms (preferred).

• Experience in a fast-paced Software as a Service (SaaS) or technology environment (preferred).

• Proven success in a fully remote work environment (preferred).

• Experience in creating or maintaining support documentation, knowledge base content, or customer-facing instructional materials (preferred).

• Familiarity with using Zendesk to manage customer communications and workflows (preferred).

• Bachelor’s degree in communications, business, ministry, or a related field (or equivalent practical experience) (preferred).

🏝️ Benefits

• Health insurance, dental, vision for your family

• 401K

• Paid time off

• Sick leave

• Parental leave

• And more.