Deliver empathetic support across phone, live chat, email, and scheduled meetings to diagnose and resolve complex customer inquiries.
Develop and maintain deep technical mastery across all Tithely products to confidently support an expanding catalog.
Document software bugs with logs and reproduction steps to efficiently escalate complex issues to our Specialist Team.
Utilize KCS methodologies to identify gaps and update internal and external knowledge base documentation in real-time.
Leverage AI tools and resources to maximize efficiency while maintaining a personal, human-centered customer experience.
Manage your daily queue effectively to meet and exceed key metrics, including CSAT, SLA, and ticket solve count.
Identify cross-sell opportunities, driving product adoption and earning uncapped bonuses.

2+ years of customer service, technical support, or customer-facing experience handling a wide range of customer inquiries.
Experience troubleshooting customer issues and identifying practical solutions in real time.
Strong proficiency with web-based software platforms, support systems, and AI-assisted tools.
Ability to maintain accuracy and productivity while managing high-volume support activity.
Familiarity with the Tithely suite of products or similar church management, giving, or ministry software platforms (preferred).
Experience working in a fast-paced Software as a Service (SaaS) or technology environment (preferred).
Experience working successfully in a fully remote environment (preferred).
Experience creating or maintaining support documentation, knowledge base content, or customer-facing instructional materials (preferred).
Experience using Zendesk to manage customer communications and workflows (preferred).
Bachelor’s degree in communications, business, ministry, or a related field (or equivalent practical experience) (preferred).

Customer Support Advocate

Key skills