Customer Support Specialist - Aplos

About Velora:

📍check out our company website: joinvelora.com

Our product websites:

• keela.co

• raisely.com

• aplos.com

We’re excited to share that Aplos, Raisely, and Keela have come together to form one unified company, Velora, with a shared mission: to help nonprofit organizations thrive. While we continue to offer the products you know and love, we now operate as one team, dedicated to making nonprofit work easier, more impactful, and more sustainable.

Together, our combined expertise spans fundraising, donor management, financial tracking, and communications—offering a powerful suite of tools designed to reduce complexity so nonprofits can focus on what matters most: making a difference.

We’re one company with 3 products all servicing customers in the impact space. Working at Velora means that you have the opportunity to build one or across all our products.

We have a combination of merged teams and also teams dedicated to one specific product and you can find details about the work through our job descriptions under the “about the role” section.

About the Role:

• **We're only considering candidates in the following US states and Canadian provinces:

• California, Colorado, Georgia, Florida, Idaho, Maryland, Massachusetts, North Carolina, Nevada, Oregon, South Carolina, Tennessee, Texas, Virginia, Washington

• British Columbia, Ontario

With Aplos, nonprofit groups of every shape, size, and mission can seamlessly run their finances and operations, manage their business and bottom line, and proactively engage their communities and donors when it matters most. We’re a remote team, spread across North America (with peers all over the world).

Aplos is the largest nonprofit & church management software on the market. We’ve served over 40,000 organizations since our inception in 2009. Our all-inclusive platform provides a dynamic CRM, fundraising & giving tools, online donations & payment processing, built-in fund accounting system, integrated payroll, email marketing, website builder, and much more.

At Aplos, outstanding customer service is more than just a goal—it's at the heart of everything we do. As a Customer Support Specialist, you’ll play a crucial role in ensuring the success of our church and nonprofit customers by providing thoughtful, solution-focused support.

In this role, you'll go beyond answering questions—you’ll actively listen to customer needs, investigate issues with care and urgency, and deliver effective resolutions that help organizations thrive with the Aplos platform. You'll collaborate closely with teammates across departments to share insights, escalate complex issues when needed, and continuously improve the customer experience.

Your ability to problem-solve with empathy, communicate clearly, and work as part of a supportive team will be essential to driving customer satisfaction. At Aplos, we measure success by how well we support our customers, and your commitment to their success will make a lasting impact.

What will you be doing (your role)?

• Customer Assistance: Deliver courteous, timely, and solution-oriented support to customers across multiple channels—including phone, email, chat, and social media. Approach each interaction with empathy and a focus on resolving issues in a way that builds trust and drives satisfaction.

• Product Expertise: Develop deep product knowledge to confidently guide customers through troubleshooting and best practices. Leverage this expertise to not only answer questions but also proactively identify solutions that help customers succeed with our platform.

• Issue Resolution: Act as a problem solver by accurately diagnosing customer issues and delivering clear, effective resolutions in a timely manner. When necessary, collaborate with senior support team members to ensure the customer’s concern is fully addressed, always keeping their satisfaction as the top priority.

• Customer Advocacy: Serve as the voice of the customer by bringing their needs, pain points, and suggestions to internal teams. Advocate for changes that enhance satisfaction and ensure our products evolve in a way that reflects what matters most to our users.

• Documentation: Maintain thorough and accurate records of customer interactions, including problems, solutions, and follow-up actions, to ensure continuity of care and track issue resolution progress. Your detailed documentation supports efficient problem solving and a seamless customer experience.

• Product Feedback: Listen closely to customer experiences and frustrations to identify recurring issues and improvement opportunities. Share this feedback with product teams to help shape meaningful updates that better serve customer needs and reduce friction.

• Training and Resources: Assist in the creation and enhancement of support documentation, FAQs, and knowledge base articles with the customer in mind—making it easy for users to find answers, troubleshoot independently, and feel confident using our tools.

• Quality Assurance: Contribute to product excellence by participating in testing and quality reviews as needed, using a customer-first mindset to identify bugs, confusing workflows, or missing functionality that may impact the user experience.

What we’re looking for (requirements):

We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on a laundry list of specific things and more interested in cultivating a pool of candidates who want to join a connected, mission-driven, hard-working team of practitioners driven by creativity, curiosity, and a goal to change the world. If you feel like you meet most of the following, we encourage you to apply.

• A college degree in accounting, information Technology, Business or a related field

• Minimum 1-2 year experience in customer support, preferably in a software or technology-related field.

• Technology savvy with strong problem-solving skills with the ability to think critically and adapt to various customer situations.

• Empathy and patience in dealing with customer inquiries and concerns.

• Familiarity with Zendesk and CRM software.

• Demonstrates a strong commitment to understanding and prioritizing the customer’s needs and experience.

• Actively listens to customers and shows empathy in resolving concerns, ensuring they feel heard and valued.

• Excellent communication skills, both written and verbal.

• A passion for technology and a desire to stay updated on industry trends.

• Willingness to work flexible hours, including evenings and weekends if necessary.

Why work with us?

If you need more convincing, here’s the rest of it:

•
💵 Salary – The salary range for this role is. $50,000 - $58,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.

•
🏝️ Paid Time Off

• Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.

•
🌴 Work remotely – We’re a remote-first company - live and work wherever you’re happiest. We also provide a monthly stipend for coworking.

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🤷 Training – We’ll support you when you want to learn new skills or pay for conference or course tickets.

•
❤️ Health Coverage & Retirement-

• Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.

If you have any questions or require accommodations in the interview process, please reach out to [email protected].

Velora's Commitment to Equal-Employment, Diversity, Inclusion, and Equity

We know with diversity comes strength. Aplos, Raisely and Keela provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.