Responsibilities
- Address escalated technical support cases received through email and phone using Zendesk, emphasizing precision, accountability, and resolution follow-up.
- Diagnose and resolve end-to-end payment processing problems across donation and fundraising platforms, including transaction failures, donor-facing checkout errors, payment method rejections, webhook malfunctions, and inconsistencies between internal systems and payment gateways.
- Support and maintain integrations with multiple payment gateways such as Stripe, Stax, Auth.net, and PayPal, including troubleshooting configuration settings, verifying credentials and connectivity, interpreting gateway-specific behaviors, and determining root cause location between internal systems and external providers.
- Analyze and resolve financial reconciliation discrepancies related to settlement timing, payout delays, refund processing, chargebacks, and mismatched transaction records to ensure reporting accuracy and customer trust.
- Achieve and sustain defined performance benchmarks for response speed, resolution time, ticket volume, and customer satisfaction scores.
- Investigate non-routine and complex technical issues by replicating scenarios, evaluating system data, and identifying underlying causes.
- Evaluate suspected software defects, document observations thoroughly, and coordinate with engineering teams via Jira to facilitate timely fixes.
- Gather system logs, account configurations, and environmental details to detect recurring patterns, edge cases, or systemic flaws.
- Develop practical solutions or temporary workarounds to help users achieve objectives when standard functionality fails.
- Maintain clear communication with customers by providing regular updates, outlining next actions, and explaining technical concepts in accessible language.
- Collaborate with Customer Success teams to enhance customer satisfaction, retention, and long-term platform engagement.
- Adjust to shifting priorities and responsibilities in a dynamic, scaling SaaS organization.
Benefits
- Employee recognition program using Bonusly for milestones such as birthdays, work anniversaries, and accomplishments.
- 401(k) retirement plan with company contribution — 50% match on up to 6% of salary after 90 days of employment.
- Unlimited paid time off policy.
- Additional time-off benefits including paid volunteer days and company-observed holidays.
- Employer-funded health benefits covering medical, dental, and vision plans, with options for dependent coverage and access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- Paid parental leave: 12 weeks for primary caregivers and 4 weeks for secondary caregivers at full pay, inclusive of adoption cases.
Compensation
Market competitive pay based on Carta benchmarking data
Other
- The company organizes regular team outings and social events.
- All official communication will originate exclusively from the @virtuous.org email domain.
- Any message from domains such as virtuouscareers.org or virtuousjobs.com is unauthorized and should be ignored.
