Support Operations Specialist

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. 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. Benefits 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 per 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. Compensation Range: $80,000 - $85,000 #J-18808-Ljbffr Givebutter