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 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 Bring to our Team Dynamics:

• Proficiency in communicating professionally, clearly, and effectively with not only clients, but the Foundant team, from executives to interns
• Refine professional skills at a high level that can be translated into any future role
• Establish expert level proficiency in all Foundant’s software products
• Determine direction through structured professional growth opportunities within a software company.

Why You’ll Love Working at Foundant:

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. 
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.  
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success. 
• We’re committed to your professional and personal development.  With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.  
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals 
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. 
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!  

Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation. 

Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.