Customer Support Representative

Customer Support Representative

Location: Atlanta, GA

Schedule: Full-time | Hybrid (2-3 days in office) 

As a Customer Support Representative, you will provide outstanding support for the Doubleknot SaaS application, serving as the primary point of contact for customer inquiries and technical issues. This role requires a strong balance of customer service excellence and technical problem-solving, with ownership of issues from initial contact through resolution.

In this position, you will handle a wide range of responsibilities, including responding to customer inquiries, troubleshooting application issues, resolving technical problems, and ensuring timely, accurate communication. You will independently manage more complex support cases, investigate root causes, and collaborate with internal teams to resolve product-related concerns.

The Customer Support Representative is expected to go beyond basic troubleshooting by identifying patterns in recurring issues, contributing feedback to improve product functionality and documentation, and proactively recommending solutions that enhance the customer experience. Success in this role requires sound judgment, technical aptitude, attention to detail, and the ability to manage both routine and advanced support needs with minimal supervision.

What you'll do:

• Provide customer support via phone and email, ensuring prompt, professional communication and timely resolution.
• Meet established first-response and resolution time SLAs.
• Manage the full lifecycle of support cases, maintaining accurate documentation and proactive follow-up through resolution.
• Independently investigate and resolve complex technical and system issues, performing root cause analysis and implementing corrective solutions.
• Investigate and resolve payment processing inquiries, including reconciliation discrepancies, chargebacks, refunds, and point-of-sale terminal issues.
• Assess issue severity and business impact to appropriately prioritize cases and coordinate cross-functional resolution when required.
• Collaborate with Product Management, Engineering, and leadership to address product defects and improve functionality.
• Participate in user acceptance testing (UAT) for application releases to validate functionality and identify potential customer-impacting issues.
• Train and educate customers on best practices to increase feature adoption and improve overall system utilization.
• Document solutions for recurring issues and contribute to internal and customer-facing knowledge resources.
• Monitor support trends and recurring themes, providing actionable feedback to improve internal processes and product performance.
• Participate in an off-hours on-call rotation, providing support coverage during evenings, weekends, and holidays as needed.
• Develop deep product expertise and serve as a trusted technical resource for customers and internal teams.

What you'll bring:

• Bachelor’s degree in Information Systems, Business, or a related field, or equivalent professional experience.
• 3+ years of experience supporting SaaS applications in a customer-facing technical support role.
• Demonstrated ability to independently troubleshoot and resolve complex application, integration, and payment processing issues.
• Strong analytical and problem-solving skills, with the ability to conduct root cause analysis and implement effective long-term solutions.
• Experience supporting payment processing environments, including reconciliation, chargebacks, refunds, or point-of-sale systems preferred.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.
• Proven ability to manage the full lifecycle of support cases, including documentation, follow-up, and resolution ownership.
• Experience documenting solutions, workflows, and best practices for internal knowledge bases and customer-facing resources.
• Ability to collaborate effectively with cross-functional teams, including Product Management, Engineering, and leadership.
• Strong organizational skills with the ability to prioritize multiple issues based on urgency and business impact.
• Ability to work independently with sound judgment while maintaining a high level of accountability.
• Demonstrated composure and adaptability in high-pressure situations or during high-volume support periods.

Desired Skills:

• Proficiency with Microsoft 365 tools (Outlook, Teams, SharePoint, Excel, Word) for communication, documentation, and collaboration.
• Experience using Zendesk or similar ticketing systems, including case management, documentation standards, and SLA tracking.
• Working knowledge of HTML and basic web technologies to support troubleshooting of formatting, templates, or embedded content.
• Experience supporting Doubleknot or similar SaaS platforms serving admissions-based or membership-driven organizations preferred.
• Strong analytical thinking skills with the ability to diagnose complex system behavior, identify root causes, and implement effective solutions.
• Familiarity with payment processing systems, reconciliation workflows, and transaction lifecycle concepts.
• Ability to review system data, reports, and configurations to identify inconsistencies or performance issues.
• Demonstrated initiative in building product expertise and proactively identifying opportunities to improve processes and customer outcomes.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability
• Basic Life 
• 401(k) option with company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually 
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. .

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

 

Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.