Enterprise Support Specialist

About the role

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 Principles Overflow 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 Expectation As part of our commitment to collaboration, team members are required to participate in designated in-person collaboration days on Mondays and as required by leadership at our Los Gatos, CA office. Employees must be willing and able to commute to this location as part of their job responsibilities.

Responsibilities

• User Support & Ticket Resolution
• Manage and respond to high-volume inbound support tickets from our enterprise partners through our support platform
• Provide partner support through 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 relationship 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
• Our Compensation Philosophy
• Overflow's compensation philosophy is rooted in Carta Total Compensation benchmarks, ensuring pay that is competitive by role, geography, and function. Actual compensation may vary based on factors including job-related skills, experience, interview performance, and market data.

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