Customer Support Advocate
Tithe.ly · United States
- Hybrid
- Full-time
- $45,760 / year
- United States
Job highlights
- Support churches with Tithe.ly's product suite.
- Provide empathetic phone, chat, and email support.
- Develop technical mastery of Tithely products.
- Utilize KCS and AI for efficiency.
- Meet key performance metrics and earn bonuses.
About the role
Customer Support Advocate at Tithe.ly (Remote - USA)
As a CX Customer Support Advocate, your mission is to champion the success of the churches we serve. You will act as a trusted partner and advocate for ministry leaders, delivering thoughtful, solution-oriented support across Tithe.ly’s product suite. In this role, every ticket you solve and every relationship you build helps churches run smoothly, ensuring they have the tools and confidence they need to thrive and fulfill their vision.
Primary Responsibilities of the Role
- Deliver empathetic support across phone, live chat, email, and scheduled meetings to diagnose and resolve complex customer inquiries.
- Develop and maintain deep technical mastery across all Tithely products to confidently support an expanding catalog.
- Document software bugs with logs and reproduction steps to efficiently escalate complex issues to our Specialist Team.
- Utilize KCS methodologies to identify gaps and update internal and external knowledge base documentation in real-time.
- Leverage AI tools and resources to maximize efficiency while maintaining a personal, human-centered customer experience.
- Manage your daily queue effectively to meet and exceed key metrics, including CSAT, SLA, and ticket solve count.
- Identify cross-sell opportunities, driving product adoption and earning uncapped bonuses.
Qualifications
A Successful Candidate Will:
- Communicate Effectively by attentively listening to others and adjusting to fit your audience.
- Be Action Oriented and step up to handle tough situations.
- Has Interpersonal Savvy therefore, relating openly and comfortably with diverse groups of people.
- Be a Nimble Learner who learns quickly when facing new situations.
- Be Tech Savvy by readily learning and adopting new technologies.
Required Technical Qualifications:
- 2+ years of customer service, technical support, or customer-facing experience handling a wide range of customer inquiries.
- Experience troubleshooting customer issues and identifying practical solutions in real time.
- Strong proficiency with web-based software platforms, support systems, and AI-assisted tools.
- Ability to maintain accuracy and productivity while managing high-volume support activity.
Preferred Technical Qualifications:
- Familiarity with the Tithely suite of products or similar church management, giving, or ministry software platforms.
- Experience working in a fast-paced Software as a Service (SaaS) or technology environment.
- Experience working successfully in a fully remote environment.
- Experience creating or maintaining support documentation, knowledge base content, or customer-facing instructional materials.
- Experience using Zendesk to manage customer communications and workflows.
- Bachelor’s degree in communications, business, ministry, or a related field (or equivalent practical experience).
Office Requirements:
- We are a fully distributed team (100% remote) with travel sometimes required 1-2 times per year.
- A stable work environment with designated workspace and access to high-speed internet.
- US-based and legally able to work full time in the US. Sponsorships are not available at this time.
Tithely is currently able to employ in the following states: AL, AR, AZ, CA, CO, FL, GA, IA, ID, IL, IN, KS, KY, MA, MI, MN, MT, NC, NE, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WV
Please note: At this time, we are unable to consider candidates residing in certain metropolitan areas for this role, including:
- San Francisco Bay Area, CA
- San Jose, CA
- Los Angeles, CA
- Orange County, CA
- San Diego, CA
- New York City, NY
- Seattle, WA
- Boston, MA
- Washington, D.C.
- Austin, TX
- Denver/Boulder, CO
- Miami, FL
Additional Information
Health insurance, dental, vision for your family, 401K, paid time off, sick leave, parental leave, and more. We believe taking care of our team is important and want to be sure you have what you need.
Tithely is an Equal Opportunity Employer
Yourgiving, Inc. DBA Tithe.ly (herein, “the Company”) is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race (including hairstyles), color, alienage or national origin, ancestry, citizenship status, sex, gender, gender identity, pregnancy, childbirth or related medical condition, religious creed, physical disability or handicap, mental disability or handicap, age, medical condition (cancer), marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Key skills/competency
- Customer Support
- Technical Support
- Customer Service
- Problem Solving
- Communication
- Empathy
- SaaS
- Zendesk
- AI Tools
- Remote Work
Skills & topics
- Customer Support Advocate
- Customer Support
- Technical Support
- Customer Service
- Remote
- SaaS
- Churches
- Ministry Software
- Zendesk
- AI Tools
How to get hired
- Tailor your resume: Highlight your 2+ years of customer service and technical support experience, emphasizing troubleshooting and web-based software proficiency.
- Showcase soft skills: Emphasize your communication, action-orientation, interpersonal savvy, and nimble learning abilities in your application and interview.
- Demonstrate tech-savviness: Mention experience with support systems, AI tools, and a proven ability to quickly learn new technologies.
- Address remote work: Clearly state your experience in a fully remote environment and confirm you have a stable workspace with high-speed internet.
- Prepare for interviews: Be ready to discuss specific examples of how you've handled complex customer inquiries and documented issues.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the main responsibilities for a Customer Support Advocate at Tithe.ly?
- The main responsibilities include delivering empathetic support via phone, chat, and email, developing technical expertise in Tithe.ly products, documenting bugs, updating knowledge bases using KCS methodology, leveraging AI tools, managing daily queues to meet metrics, and identifying cross-sell opportunities.
- What are the required technical qualifications for this remote role?
- You need at least 2 years of customer service or technical support experience, experience troubleshooting issues and finding real-time solutions, and strong proficiency with web-based software platforms, support systems, and AI-assisted tools. You must also be able to maintain accuracy and productivity in a high-volume environment.
- Does Tithe.ly offer health insurance and other benefits for this Customer Support Advocate position?
- Yes, Tithe.ly offers comprehensive benefits including health, dental, and vision insurance for your family, a 401K plan, paid time off, sick leave, and parental leave, demonstrating their commitment to supporting their team.
- What is the compensation for the Customer Support Advocate role at Tithe.ly?
- The compensation for this role is between $22.00 and $23.50 per hour, plus the opportunity to earn uncapped bonuses through identifying cross-sell opportunities and driving product adoption.
- Can I work remotely as a Customer Support Advocate for Tithe.ly?
- Yes, this is a fully remote position for candidates based in the USA. While it's a remote role, some travel may be required 1-2 times per year for team meetings or events.
- Are there any location restrictions for this remote Customer Support Advocate job at Tithe.ly?
- Yes, while the role is remote within the US, candidates cannot reside in specific major metropolitan areas including the San Francisco Bay Area, Los Angeles, New York City, Seattle, Boston, Washington D.C., Austin, Denver/Boulder, or Miami. You must also be legally able to work full-time in the US.
- What are the preferred qualifications for a Customer Support Advocate at Tithe.ly?
- Preferred qualifications include familiarity with church management or similar software, experience in a SaaS environment, success in a remote setting, experience creating support documentation, and proficiency with Zendesk. A Bachelor's degree in a related field or equivalent experience is also preferred.