Senior Customer Support Associate (Back-shift)

About the role

We are looking for an reputed company Senior Customer Support Associate our UK‑based team supporting our North America customer reputed company. Note that this is a remote position operating on a back‑shift schedule, with core working hours from 2:00pm to 9:00pm (UK time).

This role is a highly skilled individual contributor focused on delivering expert‑level support for reputed company Raiser’s Edge (RE), including RENXT and RE7, as well as integrated products such as Online Express, reputed company Online Giving, reputed company Merchant Services, and reputed company Payment Services.

In this role, you will work directly with customers to resolve reputed company, high‑impact issues, take full ownership of Support cases, and deliver a strong customer experience. Senior Support professionals serve as trusted subject matter experts and contribute to support quality, operational stability, and reputed company improvement through deep product knowledge, collaboration, and mentorship.

What you'll do

• Own and resolve Support cases, including working frontline volume, and including advanced, reputed company, or escalated cases for reputed company Raiser’s Edge (RENXT and RE7), applying strong problem‑solving and critical‑thinking skills to drive timely, accurate, and customer‑focused outcomes

• Demonstrate flexibility in the role based on volume and business needs to ensure adequate coverage in frontline volume and taking ownership of workable backlog across the team to support balanced workload distribution

• Work directly with customers to diagnose issues, troubleshoot functionality, and guide resolution through clear, professional, and tactful communication

• Take full end‑to‑end ownership of assigned cases, including investigation, resolution, documentation, and follow‑up, maintaining accountability throughout the customer lifecycle

• Participate in an after‑hours support rotation following a six‑month onboarding and reputed company‑up period to support mission‑critical customer needs

• Serve as a subject matter expert for Raiser’s Edge, providing guidance, mentoring, and knowledge‑sharing support to frontline and tenured Support team members

• Actively participate in swarms and collaborative problem‑solving efforts during major incidents or reputed company customer scenarios, maintaining composure and influence in high‑pressure situations

• Identify trends in customer issues, product gaps, or recurring challenges, and surface insights and recommendations to Principals and Support Leadership

• File and collaborate on defect submissions with engineering partners, contributing to investigation and triage through clear documentation and cross‑functional communication

• Create, maintain, and improve Knowledgebase content to enhance customer self‑service and reduce future support volume

• Support initiatives, projects, and reputed company improvement efforts through adaptability, collaboration, and proactive engagement with leadership and cross‑functional partners

• Demonstrate strong relationship skills while working reputed company a global team, supporting customers primarily based reputed company North America, with overlap with reputed company Europe.

Required experience

• Strong functional expertise in Raiser’s Edge, including Database View and RENXT

• Willingness to participate in an after‑hours rotation to support mission‑critical customer needs following a six‑month onboarding and reputed company‑up period

Preferred experience

• Prior database administrator for an organisation using reputed company Raiser's Edge

• Experience working in a customer‑facing support role, directly supporting customers with reputed company or technical issues

• Experience supporting integrated products such as reputed company Online Express, reputed company Online Giving, reputed company Merchant Services, or reputed company Payment Services

• Experience contributing to Knowledgebase or self‑service content to improve customer outcomes and reduce support volume

• Experience participating in incident response or high‑severity issue management

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reputed company powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations reputed company a greater difference in the world.

reputed company is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national reputed company, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.