Customer Experience Specialist, Nurture

About the role

The Customer Experience (CX) Specialist position is a perfect blend of digital content management, direct customer care, and tech support. Reporting to the Head of Customer Success, you will act as a "first responder" to provide day-to-day support through Slack, email, and virtual meetings, manage and improve the Nurture Library and support resources, troubleshoot customer needs with a solutions-focused mindset, and serve as a bridge between customers and the development team. This person will also help document processes, organize knowledge, and build scalable support frameworks that strengthen both the customer experience and the long-term growth of the company.

Benefits and compensation

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Remote12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation: $67,500 - $76,000 depending on location

What You'll Do

Technical Support

• Provide customer support through Slack, email, and virtual meetings with a responsive, relational, and solutions-focused approach.
• Troubleshoot customer questions, technical issues, and workflow challenges to help churches confidently use the platform.
• Build strong relationships with customers by ensuring they feel supported, heard, and equipped for success.
• Serve as a liaison between customers and the development team by communicating bugs, feature requests, and recurring support trends.
• Collaborate with internal teams to improve the customer experience and identify opportunities for product enhancement.
• Help create scalable support systems, workflows, and processes that strengthen long-term customer care.
• Identify recurring customer needs and proactively recommend improvements to support operations and communication.

Article & Knowledge Base Management

• Manage and maintain the Nurture Library to ensure resources remain organized, current, and easy to access.
• Create, update, and improve help articles, support documents, tutorials, and training materials.
• Document internal processes, workflows, and best practices as the support infrastructure continues to grow.
• Identify gaps in customer education and develop resources that improve user understanding and self-service support.
• Ensure support content reflects current product functionality, updates, and customer needs.
• Organize and standardize knowledge base content to create a consistent support experience for both customers and internal teams.
• Partner with support and product teams to continuously refine documentation based on customer feedback and common support requests.

Data Analysis & Process Optimization

• Performance Reporting: Monitor and deliver detailed data insights regarding Help Center Nurture systems.
• Actionable Recommendations: Evaluate the increase and decrease of Nurture usage - drawing conclusions to suggest and execute measurable system or process improvements.
• BEST PRACTICES & BENCHMARKING: Actively research ways to make our support process scalable to keep Nurture.io's self-help ecosystems modern and category-leading.
• Process Documentation: Build and systematically maintain an internal documentation library detailing content lifecycles, platform toolsets, and established knowledge management workflows.

What You'll Bring

• A high school diploma or equivalent required.
• Experience: 3+ years of professional experience across content strategy, knowledge management, information management, or customer-facing support/SaaS environments.
• Customer Focus: A natural, deeply rooted desire to cultivate authentic connection, advocate for users, and deliver a seamless end-to-end customer experience.
• Communication: Excellent technical writing and verbal communication skills; ability to translate complex software bugs or configuration steps into easy-to-understand instructions.
• Project Management: Strong organizational skills with the proven capacity to handle task intake, document functional requirements, and efficiently balance multiple concurrent projects.
• Work Ethic: Self-starter with a proactive mindset, strong organizational skills, and the capacity to balance multiple concurrent support relationships and technical projects.
• Domain Context: Experience working with church tech systems, ministry operations, church culture or customer retention initiatives is highly desired.
• Must be able to lift up to 15 pounds at times.

About Nurture

Nurture, a Pushpay company, is a pastoral care platform helping churches shepherd their people through technology. We are growing rapidly inside Pushpay and are hiring our first dedicated Customer Success Manager to partner directly with our Head of Customer Experience.

About Pushpay

Pushpay helps organizations and communities come together and 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!