Customer Support Advocate

Tithely•Nashville, TN

6d•$22 - $24•Remote

About The Position

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.

Requirements

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.
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.
US-based and legally able to work full time in the US.
A stable work environment with designated workspace and access to high-speed internet.

Nice To Haves

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).

Responsibilities

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.