Customer Support Advocate

Primary Responsibilities of the Role

• 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. 

Qualifications

• Communicate Effectively by attentively listening to others and adjusting to fit your audience.
• Be Action Oriented and step up to handle tough situations.
• Has Interpersonal Savvy therefore, relating openly and comfortably with diverse groups of people.
• Be a Nimble Learner who learns quickly when facing new situations.
• Be Tech Savvy by readily learning and adopting new technologies.

• 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.
• Experience working in a fast-paced Software as a Service (SaaS) or technology environment.
• Experience working successfully in a fully remote environment.
• Experience creating or maintaining support documentation, knowledge base content, or customer-facing instructional materials.
• Experience using Zendesk to manage customer communications and workflows.
• Bachelor’s degree in communications, business, ministry, or a related field (or equivalent practical experience).

• We are a fully distributed team (100% remote) with travel sometimes required 1-2 times per year.
• A stable work environment with designated workspace and access to high-speed internet.
• US-based and legally able to work full time in the US. Sponsorships are not available at this time.
• Tithely is currently able to employ in the following states: AL, AR, AZ, CA, CO, FL, GA, IA, ID, IL, IN, KS, KY, MA, MI, MN, MT, NC, NE, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WV
• Please note: At this time, we are unable to consider candidates residing in certain metropolitan areas for this role, including:
  • San Francisco Bay Area, CA
  • San Jose, CA
  • Los Angeles, CA
  • Orange County, CA
  • San Diego, CA
  • New York City, NY
  • Seattle, WA
  • Boston, MA
  • Washington, DC
  • Austin, TX
  • Denver/Boulder, CO
  • Miami, FL

Additional Information