Support Specialist (Tier 1)

Overflow • Birmingham, AL

1d • Hybrid

About The Position

Overflow is seeking a Support Specialist to join our Customer Success team. This role is responsible for providing responsive, thoughtful support to our partners - the nonprofits and churches who rely on Overflow’s platform to power generosity.
You enjoy solving problems, communicating early, and helping people succeed. Support is delivered across multiple channels – including email, phone, occasional video calls – depending on the complexity of the issue.
This role sits at the intersection of customer success, product, and operations, ensuring partner issues are resolved quickly while surfacing insights that help improve the platform over time.

Requirements

• 2+ years of experience in customer support, customer success, or technical support
• Strong written and verbal communication skills with a customer-first mindset
• Ability to troubleshoot issues, ask thoughtful questions, and guide users to solutions
• Strong organization and attention to detail while managing multiple support requests
• Experience working with support tools or CRM systems (Zendesk, Hubspot, etc.)
• Alignment with Overflow’s mission to inspire generosity and serve nonprofits and churches
• Commitment to hybrid work including in-person collaboration days

Nice To Haves

• Experience supporting customers in a SaaS or technology platform
• Familiarity with nonprofits, churches, or philanthropy platforms
• Experience documenting processes or creating help center content
• Comfort working cross-functionally with product and engineering teams

Responsibilities

• Manage and respond to high-volume (100-150) inbound support tickets from Overflow partners and their donors through our support platform
• Provide partner support through email, phone, and video 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 or Product when necessary and ensure proper follow-up
• Deliver a high-quality support experience that builds trust and confidence with partners and their donors
• Maintain strong response and resolution times across support tickets
• Help partners navigate the platform and understand best practices for using Overflow’s tools
• Work closely with Customer Success Managers to ensure partner issues are addressed effectively
• Partner with Product and Engineering to surface bugs, product improvements, and recurring support themes
• Help document known issues and solutions to improve internal knowledge and response efficiency
• 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

Benefits

• Competitive base salary with equity and commission eligibility
• Medical, dental, and vision coverage for employees and dependents
• Generous paid time off and company holidays
• Paid parental leave
• 401(k) retirement plan
• Dedicated mental health and therapy stipend to support personal well-being
• Team retreats and intentional in-person gatherings throughout the year
• Annual Disney Park experience as part of our team culture and celebration of generosity

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees