Support Operations Specialist

Support Operations Specialist at Givebutter Company Description Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model. Givebutter has been certified as a Great Place to Work® every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories. Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way. Role Description Givebutter is seeking a Support Operations Specialist to own the systems, AI infrastructure, and operational workflows that power our customer support team. We set the industry standard of support — 96%+ CSAT, near-perfect internal quality scores, and fast response times — and this role is how we sustain that standard as the business grows while keeping our cost-per-active-users in check. In this role, you'll become the resident expert across our entire support tech stack — Intercom, TalkDesk, Assembled, Scorebuddy, and more — responsible for configuration, optimization, troubleshooting, and documentation. You'll own our AI strategy from execution to continuous improvement: we're already deflecting 60%+ of chat conversations through Fin AI, and there's meaningful room to push further across chat, email, and phone. You'll also inherit and evolve our internal agent copilot, with a planned overhaul on the horizon. Day-to-day, you'll work closely with the Director of Support, the Senior Support Manager, and the broader Support leadership team to ensure that the systems and processes the team runs on are reliable, well-documented, and constantly improving. You'll partner cross-functionally with Support Engineering, Revenue Ops, Product, and Marketing to drive alignment between tooling decisions and revenue and experience goals. The ideal candidate has deep hands-on experience administering customer support platforms, a genuine curiosity about AI in a support context, and the operator mindset to not just identify problems — but ship fixes, build documentation, and hold themselves accountable to outcomes. You should be comfortable pushing the status quo, working across technical and non-technical stakeholders, and managing competing priorities without losing your footing. Key responsibilities include owning the support tech stack end-to-end, driving AI deflection and internal copilot initiatives, maintaining operational reporting and data hygiene, and building the process infrastructure that agents and managers rely on every day. We want to hear from people who… Own the problem, not just the ticket — you don't hand things off and wait; you see something broken and fix it, then document it so it doesn't break the same way again. Have deep hands-on experience with support platforms — you've been an admin, not just a user. You know what Intercom, Zendesk, or similar platforms can do and where their edges are. Are fluent in AI tools in a support context — you understand where AI helps (deflection, copilots, content maintenance) and where it creates problems, and you've built or improved systems that use it. Translate between worlds — you can talk to engineers about APIs and explain the same thing to a support manager without losing either audience. Thrive in organized chaos — when three systems break on the same afternoon, you prioritize, you communicate, and you get things moving. Responsibilities Own the support tech stack end-to-end: optimization, configuration, troubleshooting, documentation, integration maintenance, and internal training across Intercom, TalkDesk, Assembled, Scorebuddy, and Enterpret. Lead AI and automation initiatives: maintain and improve Fin AI (chat), evaluate and launch AI for email and phone channels, and own the internal agent copilot — including a planned overhaul using MCPs, Claude API, and modern tooling. Support proactive customer success by partnering with the Knowledge Manager to keep the Help Center accurate and AI-ready, and collaborating cross-functionally on lifecycle messaging that reduces avoidable inbound volume. Design and document support workflows: escalation paths, routing logic, macro libraries, resolution playbooks, and integration architecture that reduces manual work. Maintain data hygiene and operational reporting: ensure accurate tagging, reliable KPI dashboards (CSAT, AI deflection, handle time, cost/active users), and clean data flow across systems. Partner cross-functionally with Support Engineering, Revenue, Product, and Marketing on systems alignment, API access needs, and proactive support touchpoints. Requirements 2+ years of hands-on experience with customer support platforms at an admin or ops level (Intercom, Zendesk, Freshdesk, Hubspot Service Hub) — not just as an agent user. Demonstrated experience with AI tools in a support context: chatbots, deflection systems, or internal copilots — and the judgment to know where they help and where they create problems. Comfortable working with or around code (JSON, HTML, CSS, JS) — or a genuine eagerness to learn with AI assistance. Experience with automation and integration tools (Zapier, Make, or similar) and a bias toward building things that scale rather than fixing the same issue repeatedly. Strong communicator: able to write documentation that people actually use and explain technical concepts to non-technical audiences clearly. Background in SaaS and Support; understands the operational dynamics of a high-volume support environment. Bonus (Not required, but nice to have) Experience in nonprofit, fundraising, or fintech. Time as a frontline support agent or team lead before moving into ops. Experience standing up or overhauling an AI copilot or deflection system end-to-end. Familiarity with MCPs, Claude API, or Railway for building internal tooling. Experience with TalkDesk, Assembled (WFM), Scorebuddy (QA), or Forest Admin. More about Givebutter Remote Work: Work remotely from one of our 10 hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville). Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts. Dependent Care Coverage: We offer coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents. Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership. 401k: We offer a 3% 401k match for all eligible employee's. Vacation and Holidays: Givebutter offers a Flexible PTO policy with uncapped vacation days and company-recognized holidays. Wellness Week: Givebutter closes for one week each summer to prioritize rest and recharge for the entire team. Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora. Family Care Support: Access a company-paid UrbanSitter membership plus care credits to book trusted, background-checked caregivers for childcare, senior care, pet care, and household support when you need it most. Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology. Coworking Stipend: Enjoy a monthly stipend that gives you the freedom to work from coworking spaces or cafés whenever you need connection, community, or a change of scenery. Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter. Professional Development: We offer learning and development reimbursement opportunities. Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for. Interview Process Below is a high-level outline of our standard interview process Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics. Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager. Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches Values Interview: A conversation with team members focused on how you align with our core values and leadership principles. References: We connect with a few folks you’ve worked closely with to get a better picture of your working style and impact. Offer: If all goes well, we’ll move to the offer stage! *Please note, we will have an AI note-taking tool join most of our interviews. Hi potential new butterslice! A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Givebutter is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you're a perfect fit, we strongly encourage you to apply!