About Velora: 📍check out our company website: joinvelora.com Our product websites: - keela.co - raisely.com - aplos.com We’re excited to share that Aplos, Raisely, and Keela have come together to form one unified company, Velora, with a shared mission: to help nonprofit organizations thrive. While we continue to offer the products you know and love, we now operate as one team, dedicated to making nonprofit work easier, more impactful, and more sustainable. Together, our combined expertise spans fundraising, donor management, financial tracking, and communications—offering a powerful suite of tools designed to reduce complexity so nonprofits can focus on what matters most: making a difference. We’re one company with 3 products all servicing customers in the impact space. Working at Velora means that you have the opportunity to build one or across all our products. We have a combination of merged teams and also teams dedicated to one specific product and you can find details about the work through our job descriptions under the “about the role” section. We’re building a bench of customer-obsessed Support Specialists for Velora. We may not have an open Support seat the day you apply. This posting is how we stay connected with people we’d want to hire when volume, coverage, or a new market creates a role. If you’re strong on product empathy, clear written and verbal communication, and SaaS support tooling, apply below. We review submissions on a monthly cadence and reach out when there’s a live match. This is not a guarantee of an interview or offer. What you’ll do when hired - Autonomously Outcome-Focused: Own customer conversations through to resolution. Support customers primarily over email, and, as needed, calls or scheduled appointments. Take initiative on next steps, keep customers informed, and focus on helping them achieve their goals, not simply closing tickets. - Relentlessly Curious: Find the problem behind the question. Ask thoughtful questions, investigate product issues, and explain practical solutions clearly. When you need help from Product or Engineering, provide the context, reproduction steps, and customer impact needed to move the issue forward. - Make every interaction clear and human. Bring empathy, patience, and a calm, solutions-first approach, especially when customers are frustrated or support volume is high. - Turn recurring questions into improvements. Identify patterns, strengthen help content, share customer feedback, and suggest changes that make onboarding and the product easier to use. - AI Believing: Use AI to improve support quality. Explore AI for research, drafting, summarizing, and identifying recurring issues. Check outputs for accuracy, protect customer information, and apply your own judgment so customers receive reliable, relevant help. - Work as one team. Partner with Implementation and Customer Success on clear handoffs, share useful context, and collaborate with colleagues to resolve issues rather than passing customers between teams. - Keep service reliable and keep learning. Balance response-time commitments with quality resolutions, prioritize by urgency and customer impact, and use feedback and support metrics to improve your approach. What we look for You’ll thrive here if you take ownership, enjoy getting to the bottom of a problem, and care about making customers’ work easier. You’re open to feedback and new tools, and you look for ways to make support better for both customers and teammates. Must-haves - Relevant customer-facing experience: 1–3+ years in SaaS customer support, customer success, or an adjacent customer-facing role, with examples of helping customers resolve problems. - Clear, empathetic communication: You write and speak simply, adapt to a customer’s level of technical knowledge, and build trust, even in difficult conversations. - Ownership and sound prioritization: You organize your workload, follow through on commitments, and take initiative to move issues forward. You know when to ask for help or escalate, and stay calm through changing priorities. - Curiosity and practical troubleshooting: You ask useful questions, test assumptions, and learn technical products quickly. You can turn what you learn into clear guidance and recognize when an issue needs deeper technical investigation. - Comfort with support tools: You use platforms such as Zendesk, Intercom, HubSpot Service, or similar to manage conversations, maintain accurate records, and keep track of next steps. - Practical use of AI: You’re willing to experiment with and use AI to solve real support problems, can explain where it adds value, and check its work rather than relying on it uncritically. - A collaborative approach: You share knowledge, welcome constructive feedback, and work 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. What happens next - You apply to this talent community posting. - Talent reviews on a monthly cadence and tags strong fits. - When a live Support role opens, we pull from this pool first and reach out to aligned candidates. If you have any questions or require accommodations in the interview process, please reach out to recruitment@joinvelora.com. Velora's Commitment to Equal-Employment, Diversity, Inclusion, and Equity We know with diversity comes strength. Aplos, Raisely and Keela provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Support Specialist (Talent Community / Future Openings)

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