Platform Support Specialist

Organizational Profile

CarePortal is a Care-Sharing technology that drives action for local kids and families in crisis. We subscribe to the vision that through the Church and Community, there can be More Than Enough care for every child through the power of Care-Sharing in local communities before, during, and beyond foster care. The goal is transformation from child welfare to family well-being in the lives of hurting children/families, the Church, and the Community. We develop and mobilize robust Care-Sharing Networks and lead with Courage, Humility, and Excellence.

We do this through the local Church and in concert with child-serving organizations, businesses, and people who care - that’s where you come in.

Position Summary

The Platform Support Specialist plays a vital role in ensuring CarePortal users—both internal team members and external partners—are supported, equipped, and empowered to use the platform effectively. This role serves as a trusted first point of contact for technical and platform-related inquiries, providing timely, thoughtful, and solutions-oriented support that helps colleagues, churches, agencies, and community partners thrive.

A successful Platform Support Specialist loves helping people, excels at multitasking, and is highly attuned to business processes and evolving needs. They respond to support requests across multiple channels, troubleshoot issues, and submit detailed tickets to the development team while identifying trends and opportunities for platform improvement. This role also contributes to ongoing technology innovation by testing new features, documenting feedback, and proactively sharing insights with the broader team.

In close collaboration with the Global Ministry Support (GMS) team, field teams, and support leadership, the Platform Support Specialist strengthens the overall CarePortal experience by improving platform reliability, usability, and adoption—supporting the mission of connecting children and families in crisis with caring communities.

Your Responsibilities Include

Internal

• Contribute to ongoing technology innovation

• Support the Global Ministry Support (GMS) team

• Proactively contribute to the overall improvement of CarePortal

• Submit issues to the development team using our internal ticketing system

Troubleshooting

• Respond to general inquiries for support from any CarePortal user via Zendesk tickets, email, or phone call

• Test new platform features and document feedback

• Identify and communicate trending issues to the Support Manager

Field Team

• Ongoing support of the CarePortal field team to improve their effectiveness

• Support Implementing Partners and Agencies to improve their effective use of the platform as needed

• Support CarePortal Churches and Community Champions to assist them in responding & meeting requests