Customer Support Specialist

Responsibilities

Support Zeffy Users (75%)

• Act as a product expert and respond to nonprofit and donor questions via email and callback requests
• Troubleshoot product or technical issues and collaborate with the dev team when needed
• Maintain and update our internal support tools: templates, snippets, help centre articles, and chat flows
• Handle complex questions from day one without tiered levels

Continuous Improvement Projects (25%)

This role includes taking ownership every two months of a project tailored to your skills, interests, and career goals, with full responsibility for planning, building, and showcasing impact. Recent examples include automations and AI chat flows for ticket deflection, tools to identify knowledge base gaps, new support content, automated QA scoring, and scheduling tools for call requests.

• Automations and AI chat flows to increase ticket deflection
• Tool t...