--- title: 'Customer Support Representative at Togetherwork' canonical: 'https://feeny.ai/job/customer-support-representative-togetherwork-non-profit-hnvvv31eqgh0' type: 'job' last_seen: '2026-11-08' --- # Customer Support Representative at Togetherwork - **Company:** Togetherwork - **Location:** Non-Profit - **Posted:** 2026-11-03 - **Last confirmed live:** 2026-11-08 - **Apply:** https://togetherwork.com/application/?gh_jid=8918588002 ## Job description Customer Support Representative Location: Remote, with Eastern Standard Time coverage preferred Type: Full-Time ## About Us TogetherWork provides software solutions that help organizations manage their operations and better serve their communities. Doubleknot is a SaaS platform supporting organizations such as museums, parks, and youth-serving nonprofits. Our customers rely on Doubleknot to support important operational activities, and our support team plays a key role in helping them navigate the platform successfully. ## The Role We're looking for a Customer Support Representative to join our Doubleknot team and deliver an exceptional customer experience. In this role, you'll be a primary point of contact for customers, helping them navigate application questions, troubleshoot technical issues, and resolve challenges with confidence. You'll combine strong customer service skills with practical technical problem-solving to ensure customers feel heard, supported, and informed. You'll also collaborate closely with our Engineering and Product teams to investigate more complex issues, communicate findings, and support timely resolutions. The ideal candidate is patient, resourceful, detail-oriented, and comfortable learning new technology. You don't need to be an advanced technical expert, but you should enjoy investigating problems, taking ownership, and helping customers succeed. ## What You’ll Do - Deliver friendly, professional customer support through phone and email, ensuring timely and accurate responses. - Troubleshoot Doubleknot application issues, including reporting, system functionality, integrations, and point-of-sale workflows. - Manage customer support cases from initial inquiry through resolution, providing consistent follow-up and clear communication. - Investigate reported issues, gather relevant information, and identify steps needed to reproduce technical problems. - Document troubleshooting findings and escalate issues through appropriate tools and processes, including Jira. - Partner with Engineering and Product teams to investigate product issues, test potential solutions, and communicate customer impact. - Prioritize customer inquiries based on urgency, business impact, and established support expectations. - Help customers understand product functionality and recommended troubleshooting steps. - Maintain accurate case notes, customer communications, and issue documentation. - Review existing support documentation for accuracy and contribute updates when needed. - Identify recurring customer challenges and share feedback that may improve the product or support experience. - Support customer satisfaction initiatives by demonstrating empathy, accountability, and a commitment to resolving issues. - Develop product expertise through training, hands-on troubleshooting, and collaboration with teammates. ## What You’ll Bring - Bachelor's degree in Information Systems, Business, or a related field, or equivalent professional experience. - 3+ years of customer-facing SaaS technical support experience. - Experience in a customer-facing support role involving software applications, technical troubleshooting, or similar problem-solving responsibilities. - Ability to investigate customer issues, gather relevant information, and communicate findings clearly. - Strong customer service skills, with demonstrated patience, empathy, and professionalism. - Excellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers. - Strong organizational skills and the ability to manage multiple customer inquiries while maintaining accurate documentation. - A proactive approach to issue ownership, follow-up, and customer satisfaction. - Ability to collaborate with technical and nontechnical teams to resolve customer concerns. - Willingness to learn new systems, processes, and product functionality. Bonus Points - Experience supporting SaaS applications or web-based software platforms. - Familiarity with Zendesk, Jira, or comparable ticketing and issue-tracking systems. - Experience documenting technical issues, including steps to reproduce application problems. - Exposure to payment processing, refunds, chargebacks, reconciliation, or point-of-sale systems. - Experience supporting nonprofit organizations, museums, parks, admissions-based organizations, or membership-driven businesses. - Familiarity with HTML or basic web technologies. - Experience reviewing application reports, system configurations, or recurring support trends. 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 100% 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 Salary Range Disclosure The base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to, location, experience, and performance. The range listed is just one component of TogetherWork's total compensation package for employees. Other rewards may include discretionary bonuses, long-term incentives, a flexible paid vacation/personal time policy, parental leave, and more. Salary Range $50,000/ year 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. CCPA Disclosure Notice: [Click Here](https://www.togetherwork.com/privacy-policy/) ## About Togetherwork ## Company Overview - **One-liner**: Togetherwork provides integrated software and payment solutions purpose-built for membership-based organizations, including associations, camps, pet-care businesses, faith communities, and fraternal groups. - **Entity Type**: Private (backed by GI Partners and Park Square Capital) - **Headquarters**: Austin, Texas, United States (with centers of excellence in Atlanta, GA and Columbus, GA) - **Founded**: 2015 - **Founders**: Not publicly available (the company was formed through a series of acquisitions) ## Core Business - **Primary industry/industries**: Vertical SaaS (Software as a Service) for membership and community management; Fintech/Payments - **Target customers**: B2B, serving over 12 vertical markets including associations, pet-care businesses, camps, faith organizations, fraternities & sororities, gyms, dance studios, and unions - **Mission or purpose statement**: To help communities, organizations, and businesses thrive by delivering software solutions tailored to their unique needs, enabling them to manage and grow their communities and enhance member engagement. ## Products & Services - **GetTogether**: A unified platform providing management solutions, communication tools, and online platforms for membership organizations. - **Vertical-Specific Solutions**: Over 33 software applications tailored to specific industries (e.g., pet-care with PetExec and Gingr, faith with Shulware, camps and youth programs). - **Payment Solutions**: Integrated financial enablement and payment processing platforms designed to streamline transactions for member-based organizations. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: Annual Recurring Revenue of $250M (as stated in recent job postings); a separate source lists revenue at $11.0M, which likely represents an older figure or a specific subsidiary. The $250M figure is the most current and prominent. - **Total Funding**: $13.37M (via CB Insights); received a strategic investment from Park Square Capital in July 2024. - **Notable Investors/Partners**: GI Partners (majority owner since 2018), Park Square Capital (strategic investment, 2024). - **Growth Signals**: - Headcount of 250 employees with 32.3% year-over-year growth. - 37 active job postings (yearly increase of 94.7%). - Aggressive M&A strategy: Acquired over 10 companies (e.g., OmegaFi, Bunk1, PetExec, Protech, Fonteva) to build its portfolio. - Expansion of hybrid hubs in Austin, Atlanta, and Columbus. ## Competitive Advantages - **Vertical-Specific Depth**: Instead of a one-size-fits-all platform, Togetherwork offers 33+ tailored applications for niche markets, creating deep stickiness and domain expertise. - **Integrated Payments**: Bundling software with payment processing creates a dual revenue stream and increases customer switching costs. - **Scale & Portfolio Synergy**: With $250M in ARR and a portfolio of acquired companies, they can cross-sell, share technology, and offer a broader suite than most standalone vertical SaaS competitors. - **Focus on "Purpose-Driven" Organizations**: Serving mission-oriented clients (nonprofits, camps, faith groups) differentiates them from general business software providers. ## Strategic Focus - **AI Integration**: Investing heavily in AI and tools to empower employees and automate workflows, with a dedicated Director of AI Orchestration role. - **Operational Excellence**: Building a cohesive, high-performance culture across a portfolio of acquired companies, focusing on shared services and best practices. - **Continued M&A**: Actively acquiring complementary vertical SaaS businesses to expand their market footprint. - **Talent Density**: Building centers of excellence in key cities to foster collaboration and innovation. ## Why Work Here - **Culture**: Described as fast-paced, entrepreneurial, and execution-driven. The company emphasizes "clarity drives performance, community fuels culture" and values "momentum over comfort." They highlight a culture of connection, pride, and psychological safety. - **Remote/Hybrid Policy**: Hybrid model with centers of excellence in Austin, Atlanta, and Columbus. Most roles require 2-3 days per week in the office. Some roles are listed as remote, but the majority are hybrid. - **Growth & Development**: With 20+ products and a $250M revenue base, employees have opportunities for rapid advancement, cross-functional moves, and "structured learning." - **Tech Stack & Innovation**: Investment in modern technology and AI fluency. Engineers "own their work end to end" and "make thoughtful decisions close to the problem." - **Notable Perks**: Competitive compensation, benefits, and the opportunity to work on mission-critical software that serves purpose-driven organizations. ## Sources 1. [togetherwork.com](https://www.togetherwork.com/) 2. [togetherwork.com/careers](https://www.togetherwork.com/careers/) 3. [togetherwork.com/jobs](https://www.togetherwork.com/jobs/) 4. [linkedin.com/company/togetherwork](https://www.linkedin.com/company/togetherwork) 5. [cbinsights.com/company/togetherwork](https://www.cbinsights.com/company/togetherwork) ## Other roles at Togetherwork - [Manager Onboarding and Professional Services](https://feeny.ai/job/manager-onboarding-and-professional-services-togetherwork-associations-ecezvpx5vt1c) — Associations - [Client Accounting Manager](https://feeny.ai/job/client-accounting-manager-togetherwork-fraternal-m4qxnq5je1kw) — Fraternal - [Delivery Product Manager - Payments & Marketplace](https://feeny.ai/job/delivery-product-manager-payments-marketplace-togetherwork-tw-corp-platform-x8z3yg632fas) — TW Corp - Platform - [Client Accounting Lead](https://feeny.ai/job/client-accounting-lead-togetherwork-non-profit-t1qzk94rk54g) — Non-Profit - [Principal Architect, AI & Developer Productivity](https://feeny.ai/job/principal-architect-ai-developer-productivity-togetherwork-tw-corp-central-tech-bnp0fp0mzmk6) — TW Corp - Central Tech - [Solutions Consultant](https://feeny.ai/job/solutions-consultant-togetherwork-associations-h0vfz7qkhptd) — Associations - [Delivery Manager](https://feeny.ai/job/delivery-manager-togetherwork-associations-1pdf3pjewp21) — Associations - [Content Writer](https://feeny.ai/job/content-writer-togetherwork-fraternal-w8529ca18vat) — Fraternal - [Revenue Systems Manager, Salesforce](https://feeny.ai/job/revenue-systems-manager-salesforce-togetherwork-tw-corporate-g0jyr22tn7aq) — TW Corporate - [Project Manager](https://feeny.ai/job/project-manager-togetherwork-associations-n10ez6jbsy5x) — Associations