Customer Support Representative

About the Role:

Givebacks is seeking a proactive and customer-focused Customer Support Representative to serve as the first point of contact for schools, districts, PTAs, and SSOs using our platform. This role is critical to delivering fast, empathetic, and accurate support while helping surface product insights that improve the overall customer experience.

The ideal candidate is a detail-oriented, high-urgency operator who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in helping customers feel confident and supported. This role is well-suited for someone early in their customer experience or SaaS career who wants clear expectations, measurable impact, and exposure to product, AI, and cross-functional operations in a growing EdTech company. 

What You’ll Do:

Front-Line Customer Support

• Respond to incoming support inquiries via email, chat, and ticketing systems with professionalism and empathy.
• Troubleshoot product questions and configuration issues for schools, districts, PTAs, and SSOs.
• Provide clear, concise, and accurate guidance that builds customer confidence.
• Maintain prompt first-response times and resolution standards.
• Ensure all customer interactions are documented thoroughly and accurately.

Ticket Triage & Escalation

• Categorize and prioritize incoming tickets based on urgency and impact.
• Escalate technical issues to the Technical Support Engineer with a complete and organized context.
• Escalate product bugs or UX concerns to the Help Desk Manager for product operations review.
• Track escalations through resolution and ensure customers receive timely follow-up.

Customer Experience Excellence

• Maintain customer satisfaction scores of 93%+ through thoughtful communication and ownership.
• Set clear expectations regarding next steps and timelines.
• Close the loop with customers once issues are resolved.
• Identify opportunities to improve clarity, reduce friction, and enhance the support experience.

Documentation & Continuous Improvement

• Flag recurring issues and documentation gaps to the Training & Documentation Specialist.
• Contribute insights to improve Help Center articles, FAQs, and training materials.
• Identify patterns in support questions and surface trends to the Help Desk Manager.
• Support AI-assisted help tools by flagging inaccurate or incomplete responses.

Product & AI Collaboration

• Partner with the Support Manager, Documentation & Training Specialist, and Technical Support Engineer to improve AI support performance.
• Provide structured feedback on customer-reported issues to improve product quality.
• Assist in validating fixes and ensuring customers are informed once updates are released.

Ideal Candidate Profile:

• Customer Empathizer: Naturally supportive and able to communicate clearly in high-pressure situations.
• Detail-Oriented Operator: Documents thoroughly and ensures no details fall through the cracks.
• High Sense of Urgency: Responds quickly while maintaining accuracy and professionalism.
• Structured Problem Solver: Troubleshoots logically and escalates efficiently when needed.
• Adaptable & Flexible: Comfortable navigating product changes and evolving workflows.
• Team-Oriented Contributor: Collaborates effectively across Support, Sales, Product, and Customer Success.
• Growth-Minded: Eager to learn new tools, systems, and processes.

Requirements:

• 1–3 years of customer support or customer-facing experience (SaaS preferred).
• Experience working in a ticketing or CRM system (Intercom, Zendesk, HubSpot, etc.).
• Strong written communication skills.
• Ability to manage multiple support inquiries simultaneously.
• Comfort learning and navigating technical software platforms.
• Familiarity with K–12 education, nonprofit organizations, or payment platforms is a plus but not required.
• Preferred Central, Mountain or Pacific timezone

Benefits:

• Unlimited Paid Time Off
• Flextime Options
• Remote Work Options
• Paid Holidays
• Employee Stock Options
• Paid Parental and Family Medical Leave
• Full Employee Medical, Dental, and Vision Coverage
• Flexible Spending Account
• 401(k) Plan

Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.