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About EverTrue

EverTrue is a premier advancement intelligence and donor engagement platform that enables non-profit organizations and educational institutions to cultivate stronger relationships and excel in fundraising. Our evolving platform integrates innovative technologies that assist advancement professionals in identifying, prioritizing, and managing prospects, engaging supporters, and tracking success. Thousands trust EverTrue to enhance charitable giving efforts. Our team is passionate, intelligent, mission-focused, and committed to driving progress.

Our mission is to empower fundraising teams with insights and tools that turn each donor interaction into enduring relationships, leading to increased generosity. We envision a world where every fundraiser is equipped to engage, retain, and grow donor support at every level, leaving no donor unnoticed. Joining EverTrue means becoming part of a movement dedicated to empowering fundraisers and making a meaningful impact.

We value potential and understand that no applicant will perfectly fulfill every criterion. If you are enthusiastic about this position and satisfy most requirements, we encourage your application. We are committed to supporting the growth and development of our team members. EverTrue is an equal opportunity employer devoted to nurturing an inclusive and diverse workplace where everyone is respected and treated equitably. We believe diversity, equity, and inclusion enhance engagement, satisfaction, and collaboration, strengthening our community.

Who You Are

You bring over two years of experience in a customer-facing role, ideally within customer support, skillfully interacting across various channels such as email and Zoom.
Your background includes delivering exceptional customer service, ensuring a consistently outstanding experience at every interaction.
Your communication skills, both written and verbal, are excellent; you can simplify complex technical concepts for non-technical users.
You excel at managing time, multitasking efficiently, and prioritizing urgent requests alongside long-term goals while reliably meeting service level agreements (SLAs).
Experience supporting multiple platforms or products in a SaaS environment is an advantage.
You are familiar with web-based support tools like HelpScout, Front, Freshdesk, or Zendesk and possess experience with issue tracking software such as Jira.
Empathy drives you; you build positive, productive relationships and derive satisfaction from helping both colleagues and customers succeed.
Your natural curiosity fuels your desire to understand both how and why things function, balancing independent problem-solving with knowing when to seek assistance.
You actively look for feedback, embrace development opportunities, and adapt swiftly within a dynamic work setting.
You pay meticulous attention to detail, anticipating outcomes based on multiple factors and outlining clear strategic paths forward.
You flourish in a fast-paced environment, proactively contributing beyond your assigned tasks and eager to learn new technologies, methods, and skills.

Responsibilities

Take complete ownership of resolving customer queries, requests, and issues to ensure an exceptional customer experience with all EverTrue products and communication platforms.
Collaborate with support team members to triage incoming tickets, address Tier 1 questions, and escalate Tier 2 technical issues to subject matter experts effectively.
Organize and manage your workload and ticket queues to consistently achieve or surpass key performance indicators (KPIs) and SLAs.
Work cross-functionally with Customer Success, Sales, Services, Engineering, and Product groups to solve complex customer challenges and advocate for product enhancements.
Support internal technical processes by reporting bugs, testing new features, and participating in interdisciplinary working groups to represent the customer perspective.
Keep your knowledge of the EverTrue product suite current, including awareness of new feature rollouts, system adjustments, and product retirements.
Develop and refine both internal and customer-facing knowledge bases through creating new technical articles and updating existing materials.
Provide regular reports on team performance metrics, KPIs, common user issues, and emerging product challenges to help drive continual improvements.
Contribute to team development by offering training, constructive feedback, and presenting insights or findings to internal stakeholders.
Engage in ad-hoc strategic projects spanning customer support and broader organizational initiatives as required.
Maintain strict compliance with data security, regulatory standards, and client confidentiality in all customer interactions and systems.

Why Join EverTrue

We offer a comprehensive benefits package designed to promote your success, career growth, and well-being.

Compensation and Core Benefits

A competitive base salary ranging between $55,000 and $65,000 annually.
An additional 2.5% bonus plan linked to company performance.
Robust health coverage with 80% premium paid for medical, dental, and vision insurance.
A 401(k) plan with up to 3% company matching contributions to support your financial future.

Happiness and Well-Being

A remote-first culture offering flexible work arrangements.
Generous paid time off throughout the year.
Investments in your professional development and continuing education.
Opportunities to engage with colleagues through in-person and virtual events.
The unique opportunity to work with non-profits and educational institutions that align with your passions and values.

Customer Support Specialist