Overflow→
Support Specialist (Tier 1) at Overflow in Birmingham, AL
Skills
Job Description
Who We Are
Overflow is a Series B Silicon Valley technology company with a bold mission: to inspire the world to give. We are a B2B SaaS philanthropy platform that enables modern giving across cash, stock, and crypto for nonprofits, churches, and mission-driven organizations.
Backed by leading investors including Uncork Capital, Craft Ventures, and Village Global, Overflow builds secure, beautifully designed infrastructure that powers generosity at scale.
Our Founding Principles
Overflow was founded on the belief that generosity transforms people and communities. Inspired by Proverbs 11:24 — “The world of the generous gets larger and larger” — we operate with integrity, stewardship, service, and excellence.
In-Office Expectation
As part of our commitment to collaboration, team members are required to participate in designated in-person collaboration days on Mondays and Wednesdays at our Los Gatos, CA, or Birmingham, AL offices. Employees must be willing and able to commute to one of these locations as part of their job responsibilities.
Who You Are
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.
What You Will Do
User Support & Ticket Resolution
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
Partner Experience
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
Cross-Team Collaboration
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
Documentation & Process Improvement
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
What You Should Have
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
It’d Be Nice If You Had
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
Tools and Systems
General Tools: Slack, Google Workspace, Notion, Zoom
Customer Success: Zendesk, Aircall, Hubspot, Linear, Loom, etc.
Benefits & Perks
Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including:
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
Overflow is proud to be an equal opportunity employer and is committed to building a diverse and inclusive team.