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Customer Support Representative
Full-time
About Givebacks
Givebacks is a mission-driven software company rethinking how K–12 school communities manage payments and fundraising. We build simple, transparent tools that bring districts, parent organizations, and families together in one unified platform.
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 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.
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
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 complete and organized context
Track escalations through resolution and ensure customers receive timely follow-up
Product & AI Collaboration
Support AI-assisted help tools by flagging inaccurate or incomplete responses
Partner with the Support Manager and Technical Support Engineer to improve AI support performance
Provide structured feedback on customer-reported issues to improve product quality
Requirements
1–3 years of customer support or customer-facing experience (SaaS preferred)
Experience working in a ticketing or CRM system (Intercom, Zendesk, HubSpot)
Strong written communication skills
Comfort learning and navigating technical software platforms
Preferred Central, Mountain or Pacific timezone
