Customer Support Advocate

<h1>Customer Support Advocate</h1><p><strong>Department: </strong>Customer Experience</p><p><strong>Employment Type: </strong>Full Time</p><p><strong>Location: </strong>Remote - USA</p><p><strong>Compensation: </strong>$22.00 - $23.50 / hour</p><br><br><h3>Description</h3><div>As a <strong>CX Customer Support Advocate,</strong> your mission is to champion the success of the churches we serve. You will act as a trusted partner and advocate for ministry leaders, delivering thoughtful, solution-oriented support across Tithe.ly’s product suite. In this role, every ticket you solve and every relationship you build helps churches run smoothly, ensuring they have the tools and confidence they need to thrive and fulfill their vision.</div><br><br><h3>Primary Responsibilities of the Role</h3><ul> <li>Deliver empathetic support across phone, live chat, email, and scheduled meetings to diagnose and resolve complex customer inquiries.</li> <li>Develop and maintain deep technical mastery across all Tithely products to confidently support an expanding catalog.</li> <li>Document software bugs with logs and reproduction steps to efficiently escalate complex issues to our Specialist Team.</li> <li>Utilize KCS methodologies to identify gaps and update internal and external knowledge base documentation in real-time. </li> <li>Leverage AI tools and resources to maximize efficiency while maintaining a personal, human-centered customer experience. </li> <li>Manage your daily queue effectively to meet and exceed key metrics, including CSAT, SLA, and ticket solve count. </li> <li>Identify cross-sell opportunities, driving product adoption and earning uncapped bonuses. </li> </ul><br><br><h3>Qualifications </h3><div>A Successful Candidate Will:</div><ul> <li> <strong>Communicate Effectively</strong> by attentively listening to others and adjusting to fit your audience.</li> <li>Be <strong>Action Oriented </strong>and step up to handle tough situations.</li> <li>Has<strong> Interpersonal Savvy</strong> therefore, relating openly and comfortably with diverse groups of people.</li> <li>Be a<strong> Nimble Learner</strong> who learns quickly when facing new situations.</li> <li>Be <strong>Tech Savvy </strong>by readily learning and adopting new technologies.</li> </ul><div><strong>Required Technical Qualifications:</strong></div><ul> <li>2+ years of customer service, technical support, or customer-facing experience handling a wide range of customer inquiries.</li> <li>Experience troubleshooting customer issues and identifying practical solutions in real time.</li> <li>Strong proficiency with web-based software platforms, support systems, and AI-assisted tools.</li> <li>Ability to maintain accuracy and productivity while managing high-volume support activity.</li> </ul><div><strong>Preferred Technical Qualifications:</strong></div><ul> <li> Familiarity with the Tithely suite of products or similar church management, giving, or ministry software platforms.</li> <li>Experience working in a fast-paced Software as a Service (SaaS) or technology environment.</li> <li>Experience working successfully in a fully remote environment.</li> <li>Experience creating or maintaining support documentation, knowledge base content, or customer-facing instructional materials.</li> <li>Experience using Zendesk to manage customer communications and workflows.</li> <li>Bachelor’s degree in communications, business, ministry, or a related field (or equivalent practical experience).</li> </ul><div><strong>Office Requirements:</strong></div><ul> <li>We are a fully distributed team (100% remote) with travel sometimes required 1-2 times per year.</li> <li>A stable work environment with designated workspace and access to high-speed internet.</li> <li>US-based and legally able to work full time in the US. Sponsorships are not available at this time.</li> <li>Tithely is currently able to employ in the following states<strong>: 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</strong> </li> <li>Please note: At this time, we are <strong>unable to consider candidates residing in certain metropolitan areas for this role</strong>, including:<ul> <li>San Francisco Bay Area, CA</li> <li>San Jose, CA</li> <li>Los Angeles, CA</li> <li>Orange County, CA</li> <li>San Diego, CA</li> <li>New York City, NY</li> <li>Seattle, WA</li> <li>Boston, MA</li> <li>Washington, DC</li> <li>Austin, TX</li> <li>Denver/Boulder, CO</li> <li>Miami, FL</li> </ul> </li> </ul><br><br><h3>Additional Information</h3><div>Health insurance, dental, vision for your family, 401K, paid time off, sick leave, parental leave, and more. We believe taking care of our team is important and want to be sure you have what you need. </div><div><br></div><div><strong>Tithely is an Equal Opportunity Employer</strong></div><div>Yourgiving, Inc. DBA Tithe.ly (herein, “the Company”) is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race (including hairstyles), color, alienage or national origin, ancestry, citizenship status, sex, gender, gender identity, pregnancy, childbirth or related medical condition, religious creed, physical disability or handicap, mental disability or handicap, age, medical condition (cancer), marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.</div><div><br></div>