Support Specialist II (Enterprise)

Enterprise Support Specialist Responsible for providing responsive, thoughtful support to our enterprise partners (large‑scale nonprofits and churches) through email, video calls, and phone. Office Expectations Employees must attend designated in‑person collaboration days on Mondays and as required by leadership at our Los Gatos, CA office. Commute to this location is a job responsibility. What You Will Do User Support & Ticket Resolution Manage and respond to high‑volume inbound support tickets from our enterprise partners through our support platform Provide partner support via email, video calls, and phone calls, depending on issue complexity Investigate and resolve partner issues related to donations, platform functionality, and account configuration Provide clear, timely communication to partners throughout the resolution process Escalate technical issues to Engineering when necessary and ensure proper follow‑up Partner Experience Deliver a high‑quality support experience that builds trust and confidence with enterprise partners Maintain strong response and resolution times across support tickets Help partners navigate the platform and understand best practices for using Overflow’s tools Build direct, trusted relationships with key Enterprise operators Cross‑Team Collaboration Work closely with the Support Team Lead and the Technical Account Manager to ensure enterprise partner issues are addressed effectively Partner with Engineering and Product to surface bugs, product improvements, and recurring support themes Help document known issues and solutions to improve internal and external resources Coordinate cross‑functional projects when necessary to meet customer needs Documentation & Process Improvement Maintain accurate records of partner interactions within support systems and CRM tools Contribute to internal documentation and Help Center articles to improve self‑service resources Identify recurring support patterns and recommend improvements to reduce future partner friction What You Should Have 5 years of experience in customer success, account management, customer support, or technical support Strong organization and attention to detail while managing multiple support requests from high‑profile users Strong written and verbal communication skills with a customer‑first mindset A professional presence that inspires confidence and trust with partners Ability to troubleshoot issues, ask thoughtful questions, and guide users to solutions Experience working with support tools or CRM systems (Zendesk, HubSpot, etc.) Alignment with Overflow’s mission to inspire generosity and serve nonprofits and churches Ability to travel onsite for partner visits Commitment to hybrid work with the Support team in our HQ in Los Gatos, California It’d Be Nice If You Had Experience supporting customers in a SaaS or technology platform Familiarity with nonprofits, churches, or philanthropy platforms Experience documenting processes or writing Help Center articles Comfort working cross‑functionally with Engineering and Product teams Tools and Systems General Tools: Slack, Google Workspace, Notion, Zoom Support/Success: Zendesk, AirCall, Linear, HubSpot Design/Collaboration: Canva HR/Operations: Gusto, TextExpander Security: 1Password AI & Automation: Claude, Loom Benefits & Perks Competitive base salary with equity and commission eligibility Medical, dental, and vision coverage for employees and dependents Generous paid time off and company holidays Paid parental leave 401(k) retirement plan Dedicated mental health and therapy stipend to support personal well‑being Team retreats and intentional in‑person gatherings throughout the year Overflow is proud to be an equal opportunity employer and is committed to building a diverse and inclusive team. Compensation Range: $80K – $105K #J-18808-Ljbffr