Full-Time
Technical Customer Support Representative
Posted on 9/23/2024
Pushpay
501-1,000 employees
SaaS platform for community engagement and donations
Compensation Overview
$43.6k - $57.2kAnnually
Entry, Junior
Colorado Springs, CO, USA + 1 more
More locations: Redmond, WA, USA
Hybrid work model - 3 days in the office / 2 days remote each week.
You match the following Pushpay's candidate preferences
Employers are more likely to interview you if you match these preferences:
- Minimum 1 year of experience in Customer Support or client-facing Tech Support role.
- Must be a TEAM player – this role won’t work well if you don’t work well with others.
- Expert understanding of customer service processes.
- Self starter with proactive mindset and minimum need for supervision.
- Persistence and determination to deliver results.
- Excellent communication and management abilities.
- Well-organized and strong work ethic.
- Ability to manage multiple, concurrent support relationships.
- Ability to anticipate change and adjust priorities accordingly.
- Understanding of industry culture and its key drivers, products, and services.
- Excellent attention to detail while producing accurate and quality work.
- Genuine interest in business, especially as it relates to the church and non-profit space.
- Interest in implementing feedback and dedicated to the improvement of your skills and work.
- The ability to quickly adapt to new situations and think on your feet.
- Bi-lingual (English & Spanish) is a plus.
- College degree in Communications, Customer Service, Business, or related field is preferred.
- Experience with CRM software (e.g. Salesforce) is a major plus.
- Being a First Responder on the Support Team that provides technical support and troubleshooting for our two main categories of users: 1) Our church/non-profit partners 2) The end-users that are giving/donating to our partners.
- Operating as the primary responder to support inquiries through the established support channels: Ticketing System, Live Chat, Phone, Email.
- Delegating inquiries that are to be handled by other members of the Customer Success Division.
- Keeping to strict customer Target Response Times and checking in with Support Leadership on a regular basis to report overall status.
- Assisting with and supporting the customer through every stage of the customer journey from onboarding of the product to their potential exit from the product.
- Organizing, tagging, and tracking common issues to follow trends for escalation.
- Be a key player in platform improvement by keeping Support Leadership informed often.
- Providing accurate timely reports and forecasts, as needed for management.
- Contributing daily to customer knowledge-base repositories and support the use of those repositories across the Customer Success Division.
- Providing timely internal support for the Customer Success Department, as it relates to troubleshooting customer issues outside of other department members’ knowledge or assisting with time sensitive customer requests.
- Assisting with a customer’s account cancellation to confirm details around the cancellation.
Pushpay provides software as a service (SaaS) solutions that help organizations in the faith, education, and nonprofit sectors connect with their communities. Their products utilize mobile technology to improve community engagement and facilitate donations. Pushpay offers tools that enable churches, schools, and charities to strengthen their relationships with members and supporters. Unlike many competitors, Pushpay focuses specifically on these sectors and operates on a subscription-based model, generating revenue through recurring fees from clients. The company's goal is to enhance community bonds and drive generosity while continuing to grow and innovate in its market.
Company Size
501-1,000
Company Stage
IPO
Total Funding
$13.2M
Headquarters
Redmond, Washington
Founded
2011
Simplify's Take
What believers are saying
- Pushpay's launch of Insights enhances data-driven community engagement for churches.
- Integration with VIRTUS improves safety compliance and volunteer engagement in Catholic churches.
- Growing trend of hybrid church services increases demand for Pushpay's digital solutions.
What critics are saying
- Increased competition in the SaaS market threatens Pushpay's market share.
- Integration with VIRTUS may lead to regulatory challenges specific to Catholic standards.
- Focus on AI and emerging tech requires significant R&D investment to meet expectations.
What makes Pushpay unique
- Pushpay offers specialized digital solutions for churches, enhancing engagement and community building.
- The company integrates compliance and training platforms, boosting volunteer engagement and safety.
- Pushpay's subscription-based model ensures consistent revenue through recurring client fees.
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Benefits
Career Development - We offer credits towards Audible audiobooks and Kindle books to help you grow your career. If it’s related to your job, we’ll buy you the book.
401(k) Matching - We hope you work here for a long time, and we’ll help you prepare for retirement with a matching program and vesting schedule that rivals most employers.
100% Medical Coverage - Healthy employees are critical to our success. That’s why we pay 100% of your medical premium and 50% of your dependent’s premium.
Corporate Giving - Generosity is more than a talking point here. We support employees in volunteering locally and participating in giving campaigns throughout the year.
Carpool Incentives - Traffic is the worst. Find a co-worker and beat the gridlock together with carpool incentives for using innovative apps like Scoop and Waze Carpool.
Unlimited Healthy Snacks - Our Nespresso machines power us through the gloomy winters (and all year long, to be honest). When that’s not enough, grab fresh fruit, veggies, or one of the dozen rotating snacks!
Growth & Insights and Company News
6 month growth
↑ 1%1 year growth
↑ 2%2 year growth
↑ 0%Customer success remains the cornerstone of exceptional SaaS platforms, and this year's winners exemplify that commitment. They have demonstrated outstanding performance by prioritizing innovation, usability, and customer outcomes, showcasing excellence that drives the entire SaaS industry forward. Post this"Customer success remains the cornerstone of exceptional SaaS platforms, and this year's winners exemplify that commitment," said Arabella Solaybar of APPEALIE. "The 2025 APPEALIE SaaS Award honorees have demonstrated outstanding performance by prioritizing innovation, usability, and customer outcomes, showcasing excellence that drives the entire SaaS industry forward.As an indicator of APPEALIE's SaaS Award selectivity, the Overall SaaS Award winners averaged over 4.6 stars on the most popular software review platforms (G2, Capterra, and GetApp - all of which use a 5-star rating scale).The 2025 APPEALIE SaaS Award winners are presented below:OVERALL SAAS AWARD WINNERSOverall, SaaS Award winners were selected using Net Promoter Scores™ (NPS), UI/UX, recent product improvements, and third-party analyst research, among other criteria.With the continued growth in entries and competition to the APPEALIE SaaS Awards, the Overall SaaS Award winners now incorporate specific product categories and customer segments.Customer Segment: EnterpriseAnalytics + Business IntelligenceCollaboration & ProductivityCustomer ServiceDevelopment + DevOpsMarketingVertical IndustryCustomer Segment: Small Business + Mid-MarketAnalytics + Business IntelligenceCollaboration & ProductivityCustomer ServiceDesignTelekit by Vail SystemsERP + FinanceIT Management + OperationsSecuritySaaS Customer Success Award WinnersSELECTED SAAS AWARD WINNER PERSPECTIVES"We are honored to be recognized in the 2025 APPEALIE SaaS + Software Awards," said Eric Giesecke, CEO of Planet DDS. "This achievement reflects the impact of our innovative cloud solutions, including the debut of DentalOS™, the industry's first open dental operating system that empowers dental support organizations with scalable, customizable technology to drive growth and efficiency. Seeing our customers succeed with our technology is what drives us forward and inspires us to keep raising the bar.""We are honored to receive the APPEALIE SaaS Customer Success Award for the second time
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Pushpay, whose app enables digital donations at churches and other nonprofits, announced an integration with Virtus, a training and compliance platform for Catholic churches.