Customer Support Specialist

About the role

EverTrue is the leading advancement intelligence and donor engagement platform, empowering educational institutions and non-profit organizations to build stronger relationships and achieve outstanding fundraising results. Our platform continuously evolves, integrating innovative solutions to help advancement professionals effectively identify, prioritize, and manage prospects, engage supporters, and track progress. Thousands of organizations rely on EverTrue to grow giving.

We are a fun, smart, mission-driven team passionate about the work we do. What truly drives us is our mission: to equip fundraising teams with the insights and tools to turn every donor interaction into a lasting relationship—leading to stronger connections and greater giving. Our vision is to create a world where every fundraiser has the tools to engage, retain, and grow generosity at every level, ensuring no donor is overlooked.

When you join EverTrue, you're not just taking a job; you're becoming part of a movement to empower fundraisers and make a real difference in the world. We believe in your potential. We know that no candidate perfectly matches every qualification. If you're excited about this role and meet most of our requirements, please apply! We're eager to support your growth and development within our team.

Requirements

• 2+ years of experience in a customer-facing role (preferably customer support), interacting with customers across multiple channels like email and Zoom.
• Previous experience serving in a customer service capacity, with a strong track record of providing an outstanding customer experience in every interaction.
• Outstanding written and verbal communication skills, with the ability to translate complex, technical concepts into simple, easy-to-understand language for non-technical users.
• Strong time management skills and thrive when multitasking, prioritizing urgent requests alongside long-term projects while consistently meeting service level agreements (SLAs).

Preferred Qualifications

• Experience providing customer support for multiple platforms or products within a SaaS organization.
• Experience using web-based support platforms (e.g., HelpScout, Front, Freshdesk, Zendesk) and issue tracking software (e.g., Jira).
• Empathetic, caring person who builds positive, productive relationships and finds genuine fulfillment in helping colleagues and customers succeed.
• Curious by nature—you not only want to understand how things work, but why they work that way, and balance self-driven problem-solving with knowing when to ask for help.
• Actively seek feedback, are receptive to growth opportunities, and can adapt quickly in a fast-paced working environment.
• Highly detail-oriented, with the ability to look ahead, anticipate outcomes based on multiple variables, and clearly outline different strategic paths forward.
• Thrive in fast-paced environments, eagerly seek ways to contribute outside of your daily assigned tasks, and love learning new technologies, techniques, and skills.

Responsibilities

• Own the resolution of customer requests, questions, and issues to deliver a best-in-class customer experience across all EverTrue products and communication channels.
• Partner with support teammates to triage new ticket submissions, resolve Tier 1 inquiries, and appropriately escalate Tier 2 technical tickets to subject matter experts through internal channels.
• Manage personal workflow and ticket queues to consistently meet or exceed established KPIs and Service Level Agreements (SLAs).
• Work cross-functionally with Customer Success, Sales, Services, Engineering, and Product teams to resolve complex customer issues and advocate for product innovations.
• Support internal technical needs by reporting bugs, testing new product features, and participating in cross-functional working sessions to provide the voice of the customer.
• Maintain an advanced, up-to-date knowledge of the EverTrue product suite, including new feature releases, system changes, and product deprecations.
• Build and optimize internal and customer-facing processes and documentation.