Customer Support Representative

ABOUT GIVEBACKS Givebacks is the only platform built for K–12 that connects districts, parent organizations, and families in one simple, transparent payment ecosystem. Built on more than a decade of K–12 experience, we bring simplicity to school fundraising and payments so districts, organizations, and families can focus on what matters most: students. Our mission is to give back the time and energy K–12 communities lose to admin work — by making school payments and fundraising simple, transparent, and cost-effective. Our vision is a world where every K–12 community has access to a simple, unified ecosystem for managing school payments and fundraising. We live by five values: Carry the log (we share the weight as one team), Healthy hard work (we honor the whole person and celebrate the wins), Do the thought work (we make decisions with data and clear thinking), Passionate change makers (ambitious optimists making a real difference), and Comfortably uncomfortable (lifetime learners who fail forward). If that sounds like you, you'll fit right in. 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.