Support Operations Specialist

Role Overview

• Own the support tech stack end-to-end: optimization, configuration, troubleshooting, documentation, integration maintenance, and internal training across Intercom, TalkDesk, Assembled, Scorebuddy, and Enterpret.
• Lead AI and automation initiatives: maintain and improve Fin AI (chat), evaluate and launch AI for email and phone channels, and own the internal agent copilot — including a planned overhaul using MCPs, Claude API, and modern tooling.
• Support proactive customer success by partnering with the Knowledge Manager to keep the Help Center accurate and AI-ready, and collaborating cross-functionally on lifecycle messaging that reduces avoidable inbound volume.
• Design and document support workflows: escalation paths, routing logic, macro libraries, resolution playbooks, and integration architecture that reduces manual work.
• Maintain data hygiene and operational reporting: ensure accurate tagging, reliable KPI dashboards (CSAT, AI deflection, handle time, cost/active users), and clean data flow across systems.
• Partner cross-functionally with Support Engineering, Revenue, Product, and Marketing on systems alignment, API access needs, and proactive support touchpoints.

Requirements

• 2+ years of hands-on experience with customer support platforms at an admin or ops level (Intercom, Zendesk, Freshdesk, Hubspot Service Hub) — not just as an agent user.
• Demonstrated experience with AI tools in a support context: chatbots, deflection systems, or internal copilots — and the judgment to know where they help and where they create problems.
• Comfortable working with or around code (JSON, HTML, CSS, JS) — or a genuine eagerness to learn with AI assistance.
• Experience with automation and integration tools (Zapier, Make, or similar) and a bias toward building things that scale rather than fixing the same issue repeatedly.
• Strong communicator: able to write documentation that people actually use and explain technical concepts to non-technical audiences clearly.
• Background in SaaS and Support; understands the operational dynamics of a high-volume support environment.

Benefits

• Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).
• Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.
• Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.
• Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.
• 401k: We offer a 3% 401k match for all eligible employees.
• Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays.
• Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team.
• Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.
• Family Care Support: Access a company-paid UrbanSitter membership plus care credits to book trusted, background-checked caregivers for childcare, senior care, pet care, and household support when you need it most.
• Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
• Coworking Stipend: Enjoy a monthly stipend that gives you the freedom to work from coworking spaces or cafés whenever you need connection, community, or a change of scenery.
• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
• Professional Development: We offer learning and development reimbursement opportunities.
• Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.