Support Operations Specialist

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

Company Description

The hiring company is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use the platform to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts---all in one place. Use of the platform is completely free with a 100% transparent tip-or-fee model.

The company has been certified as a Great Place to Work® every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories.

The mission is to empower the changemaker in all of us. The company believes giving should be fun, so people will want to do it again, and that work should also be fun, so that everyone can have the greatest impact. There is great excitement to hear from talented people who want to work with other talented individuals in making the world a better place---and have fun along the way.

Role Description

The company is seeking a Support Operations Specialist to own the systems, AI infrastructure, and operational workflows that power the customer support team. The team sets the industry standard of support --- 96%+ CSAT, near-perfect internal quality scores, and fast response times --- and this role is how that standard will be sustained as the business grows while keeping the cost-per-active-user in check.

In this role, the selected candidate will become the resident expert across the entire support tech stack --- Intercom, TalkDesk, Assembled, Scorebuddy, and more --- responsible for configuration, optimization, troubleshooting, and documentation. This position owns the AI strategy from execution to continuous improvement: the team is already deflecting 60%+ of chat conversations through Fin AI, and there is meaningful room to push further across chat, email, and phone. This role will also inherit and evolve an internal agent copilot, with a planned overhaul on the horizon.

Day-to-day, the specialist will 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. The role partners 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 remain accountable to outcomes. Candidates should be comfortable pushing the status quo, working across technical and non-technical stakeholders, and managing competing priorities without losing footing.

Key responsibilities include owning the support tech stack end-to-end, driving AI deflection and internal copilot initiatives, maintaining operational reporting and data hygiene, and building the process infrastructure that agents and managers rely on every day.

The ideal candidate is someone who...

• Owns the problem, not just the ticket: Does not hand things off and wait; sees something broken and fixes it, then documents it so it doesn't break the same way again.
• Has deep hands-on experience with support platforms: Has functioned as an admin, not just a user. Knows what Intercom, Zendesk, or similar platforms can do and where their edges are.
• Is fluent in AI tools in a support context: Understands where AI helps (deflection, copilots, content maintenance) and where it creates problems, and has built or improved systems that use it.
• Translates between worlds: Can talk to engineers about APIs and explain the same thing to a support manager without losing either audience.
• Thrives in organized chaos: When three systems break on the same afternoon, prioritizes, communicates, and gets 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: Partner with the Knowledge Manager to keep the Help Center accurate and AI-ready, and collaborate 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: Work 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 the 10 established hubs (Austin, Denver, Indianapolis, Los Angeles, San Francisco, New York, Salt Lake City, Minneapolis, Seattle, and Nashville).
• Health Insurance: Medical, Dental, and Vision insurance covered 100% for employees, as well as HSA and FSA accounts.
• Dependent Care Coverage: Coverage for dependents, with 50% of Medical, Dental, and Vision premiums covered for all eligible dependents.
• Mental Health: Health insurance plans come with access to a TalkSpace membership.
• 401k: A 3% 401k match for all eligible employees.
• Vacation and Holidays: A Flexible PTO policy with uncapped vacation days and company-recognized holidays.
• Wellness Week: The company closes for one week each summer to prioritize rest and recharge for the entire team.
• Parental Leave: 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.
• Home Office Stipend: Upgrade the home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
• Coworking Stipend: A monthly stipend that gives the freedom to work from coworking spaces or cafés whenever connection, community, or a change of scenery is needed.
• Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on the platform.
• Professional Development: Learning and development reimbursement opportunities.
• Love What You Do: A mission-driven company serving the charitable sector, allowing team members to feel good about the work being done.

Interview Process

Below is a high-level outline of the standard interview process:

1. Recruiter Screen: A 30-minute conversation to learn more about candidate background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.
2. Hiring Manager Interview: A deeper dive into relevant experience, skillset, and working style with the potential future manager.
3. Assessment (technical or non-technical): This stage varies based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches.
4. Values Interview: A conversation with team members focused on alignment with the core values and leadership principles of the organization.
5. References: Connecting with a few past colleagues to get a better picture of working style and impact.
6. Offer: If all stages are successful, proceeding to the offer stage.

Please note, an AI note-taking tool will join most of the interviews.

Commitment to Diversity

A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. The company is committed to building a diverse and inclusive team. To anyone feeling unsure if they are a perfect fit, application is strongly encouraged!

Compensation

• Salary Range: $80K -- $85K
• Equity: Yes
• Bonus: Yes