Support Specialist

About Overflow

Overflow is a Series B Silicon Valley technology company with a bold mission: to inspire the world to give. We are a B2B SaaS philanthropy platform that enables modern giving across cash, stock, and crypto for nonprofits, churches, and mission-driven organizations. Backed by leading investors including Uncork Capital, Craft Ventures, and Village Global, Overflow builds secure, beautifully designed infrastructure that powers generosity at scale. Our Founding PrinciplesOverflow was founded on the belief that generosity transforms people and communities. Inspired by Proverbs 11:24 — “The world of the generous gets larger and larger” — we operate with integrity, stewardship, service, and excellence. In-Office ExpectationAs part of our commitment to collaboration, team members are required to participate in designated in-person collaboration days on Mondays and Wednesdays at our Los Gatos, CA, or Birmingham, AL offices. Employees must be willing and able to commute to one of these locations as part of their job responsibilities.

Who You Are

Overflow is seeking a Support Specialist to join our Customer Success team. This role is responsible for providing responsive, thoughtful support to our partners - the nonprofits and churches who rely on Overflow’s platform to power generosity. You enjoy solving problems, communicating early, and helping people succeed. Support is delivered across multiple channels – including email, phone, occasional video calls – depending on the complexity of the issue. This role sits at the intersection of customer success, product, and operations, ensuring partner issues are resolved quickly while surfacing insights that help improve the platform over time.

What You Will Do

User Support & Ticket Resolution

• Manage and respond to high-volume (100-150) inbound support tickets from Overflow partners and their donors through our support platform
• Provide partner support through email, phone, and video 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 or Product when necessary and ensure proper follow-up

Partner Experience

• Deliver a high-quality support experience that builds trust and confidence with partners and their donors
• Maintain strong response and resolution times across support tickets
• Help partners navigate the platform and understand best practices for using Overflow’s tools

Cross-Team Collaboration

• Work closely with Customer Success Managers to ensure partner issues are addressed effectively
• Partner with Product and Engineering to surface bugs, product improvements, and recurring support themes
• Help document known issues and solutions to improve internal knowledge and response efficiency

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

• 2+ years of experience in customer support, customer success, or technical support
• Strong written and verbal communication skills with a customer-first mindset
• Ability to troubleshoot issues, ask thoughtful questions, and guide users to solutions
• Strong organization and attention to detail while managing multiple support requests
• Experience working with support tools or CRM systems (Zendesk, Hubspot, etc.)
• Alignment with Overflow’s mission to inspire generosity and serve nonprofits and churches
• Commitment to hybrid work including in-person collaboration days

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 creating help center content
• Comfort working cross-functionally with product and engineering teams

Tools and Systems

General Tools: Slack, Google Workspace, Notion, ZoomCustomer Success: Zendesk, Aircall, Hubspot, Linear, Loom, etc.

Benefits & Perks

Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including:

• 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
• Annual Disney Park experience as part of our team culture and celebration of generosity

Overflow is proud to be an equal opportunity employer and is committed to building a diverse and inclusive team. Key skills/competency

• Customer Support
• SaaS Platform
• Troubleshooting
• Communication Skills
• Zendesk
• CRM Systems
• Nonprofits
• Philanthropy
• Ticket Resolution
• Partner Experience