Manage and respond to high-volume (100-150) inbound support tickets from Overflow partners and their donors through our support platform
Provide partner support through email, phone, and video calls depending on issue complexity
Investigate and resolve partner issues related to donations, platform functionality, and account configuration
Provide clear, timely communication to partners throughout the resolution process
Escalate technical issues to Engineering or Product when necessary and ensure proper follow-up
Deliver a high-quality support experience that builds trust and confidence with partners and their donors
Maintain strong response and resolution times across support tickets
Help partners navigate the platform and understand best practices for using Overflow’s tools
Work closely with Customer Success Managers to ensure partner issues are addressed effectively
Partner with Product and Engineering to surface bugs, product improvements, and recurring support themes
Help document known issues and solutions to improve internal knowledge and response efficiency
Maintain accurate records of partner interactions within support systems and CRM tools
Contribute to internal documentation and help center articles to improve self-service resources
Identify recurring support patterns and recommend improvements to reduce future partner friction

2+ years of experience in customer support, customer success, or technical support
Strong written and verbal communication skills with a customer-first mindset
Ability to troubleshoot issues, ask thoughtful questions, and guide users to solutions
Strong organization and attention to detail while managing multiple support requests
Experience working with support tools or CRM systems (Zendesk, Hubspot, etc.)
Alignment with Overflow’s mission to inspire generosity and serve nonprofits and churches
Commitment to hybrid work including in-person collaboration days

Competitive base salary with equity and commission eligibility
Medical, dental, and vision coverage for employees and dependents
Generous paid time off and company holidays
Paid parental leave
401(k) retirement plan
Dedicated mental health and therapy stipend to support personal well-being
Team retreats and intentional in-person gatherings throughout the year
Annual Disney Park experience as part of our team culture and celebration of generosity

Support Specialist, Tier 1

Key skills