About the Role
The Technical Level l is an agile, high-empathy problem solver responsible for owning and resolving technical inquiries within the Pushpay SaaS ecosystem. Operating as a critical partner to our customers, this role focuses on end-to-end incident ownership - guiding users from initial contact through root-cause discovery to total technical resolution.
- Strategic Growth & Core Metrics
- Product Knowledge: Upon successful completion of initial onboarding:
- Demonstrates functional fluency in either the Giving or ChMS platform architecture.
- Maintains a general working knowledge of basic application and account ecosystems.
- Performance Baseline: Post onboarding period, consistently meets or exceeds all core KPIs.
- Maintains target response times and customer satisfaction (CSAT) goals. KPI’s may vary depending on the customer segment.
- Core Competency: Level l Profile - An autonomous, proactive individual contributor who executes complex troubleshooting workflows with minimal supervision.
- Tenure Benchmark: 2 - 3 years of relevant customer-facing or software support experience prior to time at Pushpay.
- Product Knowledge: Upon successful completion of initial onboarding:
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Benefits and Compensation
We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:
- 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
- 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
- 401K match
- Hybrid work model - 3 days in the office / 2 days remote each week
- 12 paid company holidays
- 2 paid Volunteer Time Off days
- 15 days PTO to start, increases with tenure and seniority
- Paid parental and adoption leave
- Compensation Range: $46,560- $55,114
What You'll Do
- Customer Support:
- Operates as the primary owner for incoming service channels including the ticketing system, live chat, phone, and email.
- Manages personal queue health dynamically to maintain strict adherence to customer Target Response times.
- Assist with customer account management as it relates to significant account changes and renewal handoff.
- End-to-End Troubleshooting Ownership:
- Troubleshoots and resolves issues related to the Pushpay platform.
- Demonstrates technical ownership of each customer request - leveraging software discovery to resolve problems at first contact.
- Escalate highly complex platform anomalies that fall outside standard Level l documentation.
- Accurately shares specialized inquiries to CSM or Implementation within the greater Customer Experience department.
- Knowledge Base Contribution:
- Utilizes internal technical resources daily to ensure accurate problem resolution.
- Identifies documentation gaps and contributes updates to the team knowledge base.
- Reviews technical support updates regularly to keep pace with continuous product deployments.
What You'll Bring
- Experience & Technical Aptitude:
- Minimum 2-3 years of dedicated experience in a technical support, help desk, or client-facing support role.
- Basic experience navigating modern CRM architectures like Salesforce is a major plus.
- Core Professional Attributes:
- Possesses an excellent eye for detail and the ability to create accurate work pieces.
- Demonstrates excellent written and verbal communication abilities.
- Maintains a strong work ethic and a well-organized approach to task management.
- Exhibits a genuine interest helping solve customer requests.
- Displays a natural love for problem-solving within online software platforms.
- Physical Requirements:
- Requires prolonged periods of sitting at a desk and working on a computer.
Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].
About Pushpay
Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!
**Applications will be taken on an ongoing basis
#LI-TS1 #LI-Hybrid
Skills Required
- 2-3 years experience in technical support, help desk, or client-facing support role.
- Experience using ticketing systems, live chat, phone, and email support channels.
- Ability to troubleshoot SaaS platforms and execute complex troubleshooting workflows with minimal supervision.
- Excellent written and verbal communication skills.
- Strong attention to detail and organized task management.
- Basic experience with modern CRM architectures (e.g., Salesforce).
- Willingness/ability to sit and work at a computer for prolonged periods.
Pushpay Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Pushpay and has not been reviewed or approved by Pushpay.
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Healthcare Strength — Health coverage is described as robust, spanning medical, dental, vision, disability, life, and strong mental-health support via EAP with in-network reimbursement. Employer-covered premiums on an HDHP option and availability of a PPO reinforce perceived value.
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Leave & Time Off Breadth — Time off is considered generous, with PTO that increases by tenure, paid company holidays, floating holidays, and dedicated volunteer time. Paid parental leave and bereavement support further broaden the offering.
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Strong & Reliable Incentives — Sales compensation structures are viewed as competitive, with clear OTE frameworks and many sellers achieving targets. Feedback suggests incentive design is a relative strength within internet/SaaS contexts.
Pushpay Insights
What We Do
Our leading ChurchStaq, ParishStaq, and Resi Media suites simplify engagement, giving, administration, and video streaming—enabling our more than 14,000 customers to increase generosity, drive participation, and build stronger relationships with their communities. Our founders believed mission-based organizations deserved great software. That vision has fueled our work and our people every day as we create industry-leading software that helps organizations connect, grow, and drive meaningful change.
Why Work With Us
Since 2011, Pushpay has remained at the forefront of technological innovation, usability, and customer care. Our founders believed mission-based organizations deserved great software. We work hard to help communities to connect and deliver their purpose. When our customers succeed, the communities they serve succeed.
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