Support Specialist (Talent Community / Future Openings)

Velora•Canada, KS

10d

About The Position

Velora is building a talent community of customer-obsessed Support Specialists for future openings. The company may not have an open Support position when a candidate applies; this posting is intended to keep in touch with potential candidates for roles that may arise as customer volume, coverage needs, or new markets change. Applications are reviewed monthly, and aligned candidates may be contacted when a live role opens. Applying does not guarantee an interview or offer. When hired, Support Specialists own customer conversations through resolution, primarily by email and, as needed, through calls or scheduled appointments. They investigate questions and product issues, communicate practical solutions clearly, and provide Product or Engineering with relevant context, reproduction steps, and customer impact when escalation is needed. They also identify recurring questions, improve help content, share customer feedback, and suggest improvements to onboarding and the product. The role emphasizes empathetic, clear customer communication; responsible use of AI for research, drafting, summarization, and issue-pattern identification; collaboration with Implementation, Customer Success, and other colleagues; reliable service; and continuous improvement using feedback and support metrics. Specialists balance response-time commitments with quality resolutions and prioritize based on urgency and customer impact.

Requirements

1–3+ years of experience in SaaS customer support, customer success, or an adjacent customer-facing role, with examples of helping customers resolve problems.
Clear, empathetic written and verbal communication, with the ability to adapt to a customer's technical knowledge and build trust in difficult conversations.
Ability to organize workload, follow through, prioritize, take initiative, and remain calm through changing priorities.
Practical troubleshooting skills, including asking useful questions, testing assumptions, learning technical products quickly, and recognizing when deeper investigation is needed.
Comfort using support platforms such as Zendesk, Intercom, HubSpot Service, or similar to manage conversations, maintain accurate records, and track next steps.
Willingness to experiment with and use AI to solve support problems, explain its value, and verify its work rather than relying on it uncritically.
Collaborative approach, including sharing knowledge, welcoming constructive feedback, and working with other teams to deliver a consistent customer experience.

Nice To Haves

Experience supporting nonprofits or customers using fundraising, donor-management, or financial-operations software.
Experience guiding customers through implementation or supporting more complex, mid-market accounts.
Examples of improving help documentation, reducing repeat issues, or using AI and automation to improve support quality or efficiency.
Familiarity with light SQL, support analytics, or workflow tools to investigate issues and spot patterns.
Bilingual or multilingual communication skills relevant to the customers and markets supported.

Responsibilities

Own customer conversations through resolution, primarily over email and, as needed, through calls or scheduled appointments.
Take initiative on next steps, keep customers informed, and help them achieve their goals.
Ask thoughtful questions, investigate product issues, and explain practical solutions clearly.
Provide Product or Engineering with context, reproduction steps, and customer impact when escalating issues.
Communicate with empathy, patience, and a calm, solutions-first approach, including when customers are frustrated or support volume is high.
Identify recurring questions and patterns, strengthen help content, share customer feedback, and suggest onboarding and product improvements.
Use AI for support research, drafting, summarizing, and identifying recurring issues; verify outputs, protect customer information, and apply sound judgment.
Partner with Implementation and Customer Success on clear handoffs and share useful context with colleagues.
Balance response-time commitments with quality resolutions, prioritize by urgency and customer impact, and use feedback and support metrics to improve.
Organize workload, follow through on commitments, and know when to seek help or escalate.