Customer Support Specialist - Aplos

Velora

1d • $50,000 - $58,000 • Remote

About The Position

Velora is a unified company formed by Aplos, Raisely, and Keela, with a mission to help nonprofit organizations thrive. Aplos is the largest nonprofit & church management software on the market, offering a comprehensive platform that includes CRM, fundraising tools, fund accounting, payroll, and more. As a Customer Support Specialist for Aplos, you will play a vital role in ensuring the success of church and nonprofit customers by providing thoughtful, solution-focused support. This role involves actively listening to customer needs, investigating issues, and delivering effective resolutions. You will collaborate with internal teams, advocate for customer needs, and contribute to improving the customer experience. The ideal candidate will possess strong problem-solving skills, empathy, clear communication, and a passion for technology and supporting nonprofits.

Requirements

• A college degree in accounting, information Technology, Business or a related field
• Minimum 1-2 year experience in customer support, preferably in a software or technology-related field.
• Technology savvy with strong problem-solving skills with the ability to think critically and adapt to various customer situations.
• Empathy and patience in dealing with customer inquiries and concerns.
• Familiarity with Zendesk and CRM software.
• Demonstrates a strong commitment to understanding and prioritizing the customer’s needs and experience.
• Actively listens to customers and shows empathy in resolving concerns, ensuring they feel heard and valued.
• Excellent communication skills, both written and verbal.
• A passion for technology and a desire to stay updated on industry trends.
• Willingness to work flexible hours, including evenings and weekends if necessary.

Responsibilities

• Deliver courteous, timely, and solution-oriented support to customers across multiple channels—including phone, email, chat, and social media.
• Develop deep product knowledge to confidently guide customers through troubleshooting and best practices.
• Act as a problem solver by accurately diagnosing customer issues and delivering clear, effective resolutions in a timely manner.
• Serve as the voice of the customer by bringing their needs, pain points, and suggestions to internal teams.
• Maintain thorough and accurate records of customer interactions, including problems, solutions, and follow-up actions.
• Listen closely to customer experiences and frustrations to identify recurring issues and improvement opportunities.
• Assist in the creation and enhancement of support documentation, FAQs, and knowledge base articles.
• Contribute to product excellence by participating in testing and quality reviews as needed.

Benefits

• Salary range: $50,000 - $58,000 CAD
• Paid Time Off (4 weeks paid leave plus 11 days of public holidays, plus an 'end of year shutdown' which is an extra 2 week company holiday, generous paid sick leave)
• Work remotely
• Monthly stipend for coworking
• Training support for new skills, conferences, or courses
• Health Coverage (medical, dental, vision, disability and life insurance)
• Retirement match (4% match on Retirement)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level