Support Operations Specialist

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model. Givebutter has been certified as a Great Place to Work® every year since 2021, and is the #1 rated nonprofit software company on G2 across multiple categories.

Role Description

Givebutter is seeking a Support Operations Specialist to own the systems, AI infrastructure, and operational workflows that power our customer support team. We set the industry standard of support — 96%+ CSAT, near-perfect internal quality scores, and fast response times — and this role is how we sustain that standard as the business grows while keeping our cost-per-active-users in check.

In this role, you'll become the resident expert across our entire support tech stack — Intercom, TalkDesk, Assembled, Scorebuddy, and more — responsible for configuration, optimization, troubleshooting, and documentation. You'll own our AI strategy from execution to continuous improvement: we're already deflecting 60%+ of chat conversations through Fin AI, and there's meaningful room to push further across chat, email, and phone. You'll also inherit and evolve our internal agent copilot, with a planned overhaul on the horizon.

Day-to-day, you'll work closely with the Director of Support, the Senior Support Manager, and the broader Support leadership team to ensure that the systems and processes the team runs on are reliable, well-documented, and constantly improving. You'll partner cross-functionally with Support Engineering, Revenue Ops, Product, and Marketing to drive alignment between tooling decisions and revenue and experience goals.

The ideal candidate has deep hands-on experience administering customer support platforms, a genuine curiosity about AI in a support context, and the operator mindset to not just identify problems — but ship fixes, build documentation, and hold themselves accountable to outcomes. You should be comfortable pushing the status quo, working across technical and non-technical stakeholders, and managing competing priorities without losing your footing.

Responsibilities

• Own the support tech stack end-to-end, including optimization, configuration, and troubleshooting
• Drive AI deflection and internal copilot initiatives
• Maintain operational reporting and data hygiene
• Build the process infrastructure that agents and managers rely on every day
• Collaborate with cross-functional teams including Support Engineering, Revenue Ops, Product, and Marketing

Who We're Looking For

• Own the problem, not just the ticket — you don't hand things off and wait; you see something broken and fix it, then document it so it doesn't break the same way again.
• Have deep hands-on experience with support platforms — you've been an admin, not just a user. You know what Intercom, Zendesk, or similar platforms can do and where their edges are.
• Are fluent in AI tools in a support context — you understand where AI helps (deflection, copilots, content maintenance) and where it creates problems, and you've built or improved systems that use it.
• Translate between worlds — you can talk to engineers about APIs and explain the same thing to a support manager without losing either audience.
• Thrive in organized chaos — when three systems break on the same afternoon, you prioritize, you communicate, and you get things moving.