Customer Support Representative

Help us be the calm, caring voice every school community can count on.

Do you find real satisfaction in helping people, especially when you can turn a confused or frustrated message into a moment where someone feels heard? Are you patient, steady, and happiest with a clear process to follow rather than constant chaos? At Givebacks, our support team is the first voice thousands of parents, PTA volunteers, and school communities hear when something isn’t working. If you thrive in a warm, well-defined environment and take pride in getting the details right every time, this role was built with you in mind.

THE ROLE

As a Customer Support Representative, you will be the first read on every incoming ticket, deciding what it needs and where it goes, then following through with clear, warm, and accurate replies. Some days will be quiet and steady. Others, especially during back-to-school season, will move fast. Either way, you’ll rely on a documented process, careful attention to detail, and a genuine calm that keeps your work consistent no matter what’s in the queue. You’ll also be a first line of feedback, flagging anything confusing or broken back to the team that can fix it.

WHAT YOU'LL DO

Triage and Response

• Read, tag, and route every inbound ticket quickly and accurately so nothing sits unread and nothing urgent slips through.
• Reply to customers with clear, warm, and accurate answers that sound like a person, not a script.
• Maintain first response and resolution times within SLA, even as ticket volume grows during busy seasons.

Quality & Growth

• Complete a structured 90-day onboarding path toward full independent ownership of the triage queue.
• Apply feedback from weekly quality audits and 1:1s, with no repeat findings.
• Sustain individual CSAT at or above team baseline once fully ramped.

Feedback & Collaboration

• Flag AI misfires and content gaps you notice in tickets, feeding real signal back to the Support, Product, and Engineering teams
• Connect with teammates, ask for help when a ticket is outside your depth, and pitch in when the queue is heavy.

REQUIREMENTS

• Located in the Mountain or Pacific time zone
• 2+ years of customer service experience
• Available to work required weekday support hours, including rotating weekend and evening coverage.
• Strong written communication skills
• Comfortable navigating and learning multiple software systems at once

NICE TO HAVE

• Prior experience in a chat- or email- based support role
• Experience with a help desk or ticketing platform (Intercom, Zendesk, or something similar)
• Experience supporting nonprofit, school, or education-related customers
• Comfortable typist with strong general computer proficiency
• Experience working in a fast-paced or seasonally busy environment.

BENEFITS

• Unlimited Paid Time Off
• Flextime options
• Remote work options
• Paid holidays
• Employee stock options
• Paid parental and family medical leave
• Full employee medical, dental, and vision coverage
• Flexible Spending Account
• 401(k) plan

EQUAL OPPORTUNITY

Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.