Enterprise Support Specialist

Job title: Enterprise Support Specialist in USA at Submittable
Company: Submittable
Job description: At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients.We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change.About the Role: We're looking for an experienced Enterprise Support Specialist to join our team. In this role, you'll act as a primary technical contact and provide high-touch support to Submittable's most high-value customers. You'll play a critical role in customer satisfaction, retention, and success through your deep technical expertise, proactive communication, and collaborative approach.

• This is a full-time position reporting to the Manager of Support Services
• Location: Remote position - East Coast coast time zone preferred
• Base Salary Range: Non-exempt role with a salary range of $53,000-$70,000, depending on experience and location.

How You'll Make an Impact:

• Act as the primary technical contact for a dedicated book of enterprise customers, delivering prompt, professional support and guidance
• Own and prioritize a specialized support queue with elevated SLAs, ensuring timely, high-quality responses across phone, email, and chat
• Conduct regular check-ins to review product usage, troubleshoot technical issues, and provide strategic recommendations
• Collaborate cross-functionally with Implementation, Project Management, and Account Management to ensure seamless onboarding and long-term success
• Maintain deep knowledge of Submittable's platform and integrations (e.g., Zapier), offering tailored product education and support
• Proactively identify and mitigate potential risks, escalating complex issues or at-risk accounts to internal stakeholders as needed
• Contribute to internal and customer-facing documentation, including knowledge bases and help center content
• Log, communicate, and track software bugs and enhancement requests in coordination with the Product team

About You: You're a highly collaborative, solution-oriented technical professional with a passion for delivering excellent customer support. You thrive in fast-paced environments, care deeply about customer outcomes, and bring a mix of analytical thinking, empathy, and curiosity to every interaction.Experience & Expertise

• 1+ years in Customer Support, Technical Support, or Enterprise Support roles
• Proven ability to troubleshoot software issues and guide users to resolution
• Familiarity with SaaS platforms and a general understanding of software development lifecycles
• Experience working with customer support tools such as Service Cloud, Help Scout, TeamSupport, or Zoho Desk

Comfortable supporting live chat platforms like Olark, Intercom, or Drift * Experience managing technical accounts or complex customer needs preferredBuilder Mentality

• Solutions-first mindset with strong problem-solving skills
• Ability to stay calm and effective, especially when navigating complex technical issues
• Curious and proactive-always looking to learn more and improve the customer experience
• Comfortable navigating ambiguity and evolving processes

Partner, Collaborator, Communicator

• Strong communication skills-able to explain technical concepts to both technical and non-technical audiences
• A team player who works well cross-functionally and values shared success
• Capable of leading customer meetings and building strong rapport over time
• Committed to transparency, accountability, and continuous improvement

Preferred Systems & Tooling Experience/Knowledge:

• Experience with automation tools like Zapier
• Proficiency in data tools such as Excel, Google Sheets, Looker, or Tableau
• Basic understanding of at least one programming language (preferred but not required)
• Experience documenting software bugs and enhancement requests for technical teams

Why You'll Love It: Joining Submittable means becoming part of a mission-driven team passionate about making a tangible difference in the world. Here's what makes this opportunity unique and rewarding:

• Purpose with Impact: You'll be part of a team enabling organizations to create meaningful change in their communities daily. Our tools empower social impact professionals to focus on what truly matters-driving positive outcomes. Together, we're shaping the future of grant management and corporate social responsibility (CSR) software.
• A Unifying Mission: Submittable's

combines decades of expertise and innovation. By uniting our efforts, we're positioned to push boundaries, solve industry challenges, and accelerate progress for our nearly 6,000 customers, who collectively gave over $1.6 billion to nonprofits and individuals last year. * A Growing Community: You'll join a team backed by a thriving network of customers, partners, and peers representing foundations, corporations, and public entities. The exchange of ideas and expertise within this community is a constant source of inspiration and innovation.

• A Culture of Collaboration: We believe work should be meaningful and enjoyable. Our team values curiosity, creativity, and collaboration, and we celebrate wins and have fun along the way. At Submittable, your growth and professional development are as important as the impact we create together.
• A Future of Possibility: This is a pivotal moment for our company as we integrate WizeHive's solutions and expertise. With new opportunities to innovate faster and expand our reach, we're excited to work with a talented team ready to build the path forward.

We are interested in every qualified candidate eligible to work in the United States; however, we cannot accommodate scholastic or employment visas at this time.Why Submittable?Joining Submittable means becoming part of a forward-thinking, mission-driven company that values innovation, collaboration, and growth. We empower organizations working for social good with technology that accelerates their work, amplifies their impact, and drives meaningful change.At Submittable, you'll find a supportive, dynamic work environment where your contributions directly influence our success. If you thrive in a fast-paced, evolving environment and are excited to be part of a company dedicated to social impact, we invite you to apply!Benefits: We are proud to offer highly competitive benefits to our full-time employees, including:

• Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
• 401(k) plan with employer match starting day one
• Equity stock options to share in our success
• Flexible hours, remote work options, and generous vacation and sick leave
• Paid parental leave for mothers, fathers, and adoptive parents
• Professional development stipends to support your career growth
• Opportunities to participate in community outreach and volunteer programs
• Fully stocked kitchens and weekly catered lunches for office-based employees
• Monthly company-sponsored happy hours and gatherings to connect and unwind

Our Commitment to Inclusion & BelongingAt Submittable, we believe technology is a force for good, driving social impact and enabling corporate social responsibility on a global scale. To achieve this, we are committed to fostering a workplace that values inclusion and belonging as central pillars of our culture.We embrace the strength of our diverse community by creating a safe space where employees feel empowered to share ideas, celebrate unique experiences, and learn from one another. By prioritizing inclusion, we aim to build an environment where everyone can bring their authentic selves to work and make innovative contributions that enable our customers to tackle complex challenges and spread more good.As a globally used platform, we are dedicated to hiring and supporting employees who represent a range of backgrounds, experiences, and perspectives. This includes diversity in ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomic background.
Expected salary: $53000 - 70000 per year
Location: USA
Apply for the job now! Apply Now