Client Support Specialist
A NOTE ON HOW TO REACH US
We're truly grateful that so many people have Foundant on their radar — it means a lot that our work resonates with others. That said, due to the high volume of direct messages and emails we receive, cold outreach isn't the preferred way to be considered for a role, and we're not able to prioritize applications submitted this way. To apply for open positions, please visit our careers page, which is the fastest and most effective route to being considered.
About Foundant
At Foundant, we build mission-critical software for the social good ecosystem — helping foundations, grantmakers, nonprofits, and community organizations streamline their work, strengthen relationships, and maximize their impact. We serve the giving community worldwide with a comprehensive suite of solutions spanning grant management, community foundation software, and giving analytics.
We're a unified company shaped by strong roots across our product portfolio, and we operate with intention and purpose. Our team of ~350 people across six countries is connected by a shared North Star: to be the trusted partner and strategic advisor to the communities we serve.
Where You’ll Work:
- As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
- With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you'll be part of a globally connected team. Whether you're working remotely or from one of our office locations, you'll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.
What You’ll Do:
- Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
- Able to execute day-to-day, as you’ll answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to the continued satisfaction of our clients
- Develop and maintain a high degree of Foundant product knowledge.
- Ensure client handoffs between team members with and external from support go smoothly.
- Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
- Strategize and problem solve with team members to ensure that clients have the best possible experience.
- Enable cross-team communication with leadership and other team members.
- As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
- Contributor to continuous process improvement within and between all areas of Client Support.
- Work with Support Specialist team to ensure consistent support is available during all available support hours.
- Assist with client-related projects.
- Other duties as assigned.
What You’ll Need:
- Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
- Able to execute day-to-day, as you’ll answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to the continued satisfaction of our clients
- Develop and maintain a high degree of Foundant product knowledge.
- Ensure client handoffs between team members with and external from support go smoothly.
- Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
- Strategize and problem solve with team members to ensure that clien