Customer Support Specialist

Impactful, Permanently Remote Work at Anedot.

Company: Anedot, Inc.

Organization: Customer Experience

Team: Support

Role: Customer Support Specialist

Reports to: Director, Customer Experience

Experience Level: Mid-Level

Type: Full-time, exempt; at-will

Location: Permanently remote

Base Comp Range: $60,000 - 70,000 annual

Perks/Benefits: $10,000 - $15,000 plus 4% 401(k) match (see our careers page for more information)

Base PTO: 30 days per year (15 days, plus 10 holidays, plus 5 floating holidays)

About Anedot

We are a team of fast-learning, self-starting achievers on a mission to make powerful fundraising tools affordable for everyone. We have been a remote-first company for more than a decade, and fully remote since 2015.

We continually focus on being servant-hearted, egoless, and product driven. That mindset comes straight from our CEO who still reviews code, participates in product design, and responds to each customer like they are our only customer.

We started Anedot in 2010 and have served more than 35,000 not-for-profit organizations processing billions of dollars in donations. You will have a significant impact on a highly visible and transformative platform.

About the Role

The Customer Support Specialist is a mid-level role housed within our Customer Experience organization, serving as an interface between our customers and their needs. This position works closely with other teams to ensure customers' needs are met.

Key areas of ownership include responding to customer inquiries related to donors and product education, integration support, account updates, and automation advocacy.

This is a customer-facing role that requires consistent availability during scheduled or business hours to support customer communication and team collaboration.

Responsibilities

1. Support Ticket Resolution: Handle a variety of P1–P4 support tickets, managing customer communications via email, video calls, phone, and text while ensuring timely resolution and escalation to CX leadership when necessary.
2. Bug Investigation: Reproduce and investigate reported bugs, collaborating with CX leadership and other teams to determine root causes and next steps.
3. Data Migrations: Work with CX leadership to assist customers with data migrations, including properly handling sensitive data.
4. Data Update Coordination: Coordinate and even write scripts (nice to have, not a requirement) for engineers to execute in order to update customer data accurately and securely.
5. Integration Support: Participate on customer-facing calls and information gathering for integration and API troubleshooting.

Qualifications

1. 2+ years of experience with the Anedot platform or similar systems.
2. Experience participating in video calls.
3. Experience working with integrations and APIs.
4. Strong problem-solving and analytical skills, with a detail-oriented mindset.
5. Excellent communication skills, both written and verbal.
6. SQL knowledge and Salesforce experience are a plus, but not required.

What Success Looks Like

In this role, success is measured by:

• First 90 Days: You are proficient in handling P3/P4 tickets, identifying obvious bugs, and performing basic integration troubleshooting.
• 6 Months: You are knowledgeable about the product and features, independently manage tickets and migration requests, and lead troubleshooting calls with customers.
• 12 Months: You have significant product knowledge and a strong understanding of customer use cases. Reduced turnaround times for complex tickets and escalations.

How to Apply

If you excel at bridging technical expertise with customer-focused service, thrive in a fast-paced, ownership-driven environment, and are passionate about serving customers and making a meaningful impact, we want to hear from you!

Please note that we’re unable to offer individual feedback during the screening process.