About the Role
Tithe.ly is seeking a passionate, dedicated, and empathetic Customer Support Advocate to join our dynamic Customer Experience team. In this role, you will be at the forefront of our mission, serving as a vital bridge between our technology and the thousands of churches and faith-based organizations that rely on us every day. As a Customer Support Advocate, you are more than just a problem solver; you are a partner in our users' success, helping them navigate our suite of tools so they can focus on what matters most: their ministry and community. This is a fully remote position that offers the opportunity to work in a fast-paced, mission-driven environment where your contributions directly impact the growth and sustainability of churches worldwide.
As a key member of our remote USA-based team, you will dive deep into our platforms features, becoming a product expert who can translate complex technical concepts into clear, actionable advice. We pride ourselves on a culture of kindness, innovation, and relentless support. We are looking for individuals who are not only tech-savvy but also possess the emotional intelligence to handle sensitive situations with grace and patience. If you thrive in a collaborative environment and are motivated by the chance to help others thrive, we want to hear from you.
Key Responsibilities- Respond promptly and professionally to customer inquiries through multiple channels, including email, chat, and scheduled calls, maintaining a high level of customer satisfaction.
- Troubleshoot technical issues across the Tithe.ly ecosystem, including giving platforms, church management software, and mobile apps, providing step-by-step solutions to users of varying technical abilities.
- Educate users on platform features and best practices, empowering them to maximize the value of our tools for their specific organizational needs.
- Collaborate closely with the product and engineering teams to report bugs, provide feedback on user pain points, and suggest improvements based on direct customer interactions.
- Maintain and update internal and external knowledge base articles to ensure documentation is accurate, clear, and helpful for both staff and users.
- Advocate for the customer within the company, ensuring their voice is heard during product development cycles and strategic planning.
- Meet and exceed departmental performance metrics, including response times, resolution rates, and quality assurance scores.
- Minimum of 1-2 years of experience in a customer-facing role, preferably within a SaaS (Software as a Service) environment or tech-focused customer support team.
- Exceptional written and verbal communication skills, with a proven ability to explain technical details in a warm, accessible manner.
- Strong problem-solving skills and the ability to think critically when faced with unique or complex user challenges.
- Proficiency with modern support tools such as Zendesk, Intercom, or Salesforce, and an aptitude for learning new software quickly.
- A high degree of empathy and a genuine desire to serve others, particularly within the non-profit or faith-based sectors.
- Ability to work independently in a remote setting while remaining a proactive and engaged member of a virtual team.
- A quiet, professional home office environment with high-speed internet to ensure consistent service delivery.
- Flexibility to adapt to a fast-growing company and a willingness to embrace change as our product and processes evolve.
- Competitive hourly compensation ranging from $22.00 to $23.50 based on experience and location.
- Fully remote work environment, offering the flexibility to work from your home office anywhere within the USA.
- The opportunity to work with a mission-driven company that values social impact and supporting local communities.
- Collaborative and supportive team culture that encourages professional growth and skill development.
- Exposure to cutting-edge financial technology and church management software in a high-growth industry.