Customer Support Specialist

About this role

ABOUT NEON ONE

At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day.

Our culture is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas. If you’re passionate about using your skills to drive real impact and want to thrive in a collaborative, fully remote environment, Neon One is the place for you.

ABOUT THE ROLE

Neon One is seeking a Customer Support Specialist for our Arts People platform. Arts People is a specialized, all-in-one ticketing, box office, and fundraising solution dedicated to empowering performing arts organizations. In this role, you will be the ultimate ally for creative nonprofits, helping them navigate everything from high-volume opening night ticket sales to complex patron database management. As part of our collaborative ecosystem, you will also be cross-trained to support other Neon One products.

We are seeking a self-motivated, puzzle-loving problem solver who thrives at the intersection of technology and the arts. As a Customer Support Specialist, you will deliver top-tier support through tickets, live chat, and phone support, ensuring our clients can focus on their initiatives, not troubleshooting software. This role is ideal for someone who loves deep technical troubleshooting, embraces a continuous learning mindset, and isn't afraid to ask questions to solve a complex issue. Above all, you must be passionate about delivering empathetic, best-in-class service to the nonprofit community.

At Neon One, we believe in the power of technology to amplify human impact. We are committed to intentionally leveraging AI to automate the routine, so our team can focus on what matters most: building personal connections and delivering extraordinary value to the nonprofit community. We don’t just use AI; we use it to be more human. We expect every team member—regardless of role—to embrace an 'innovator’s mindset,' exploring how emerging technologies can help us work smarter and serve our mission faster.

THE EXCITING PART

- Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rollovers

- Provide high-quality support across multiple support channels, including tickets, live chat, and phone support

- Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed

- Deliver accurate, empathetic support while consistently meeting or exceeding key performance indicators (KPIs), including Time to First Response (TTFR), Customer Satisfaction (CSAT), and response and resolution time targets

- Test and verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams

- Prioritize own workload effectively and with attention to detail

- Research issues in Zendesk, Slackbot, and Jira to identify potential trends and prevent duplication of work within the department

- Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform

- Follow established security and risk management procedures

THE EXPECTED PART

- Maintain accurate and up-to-date support documentation as needed

- Leverage modern AI tools, including Zendesk Copilot, Gemini, and integrated Slackbots, to streamline daily workflows, summarize complex tickets, and accelerate issue resolution

- Participate in training sessions to continuously develop skills and product knowledge

- Embrace change by continuously expanding skills and knowledge

- Provide cross-functional support by learning and assisting with other Neon One products as business needs evolve

- Manage and monitor Jira tickets, partnering with the Development team to ensure timely resolution and client communication

- Drive continuous process improvements to enhance productivity and customer experience

- Other duties as required

GREAT TO HAVES

- 1+ years of experience in technical support, troubleshooting, database administration, or a related technical role

- Willingness to quickly learn new technologies, platforms, and software tools, including Neon One products, Zendesk, Slack, Jira, Atlassian products, Salesforce, and integrated systems.

- Familiarity of performing arts management, patron services, and event operations is a plus

- Excellent problem-solving skills and ability to exhibit empathy

- Excellent verbal and written communication skills, with a strong ability to convey technical subject matter to a non-technical audience

- Undergraduate degree in a related field is preferred but not required

- Strong work ethic with a sense of urgency; daily work product driven by a client-first mentality

- Exceptional attention to detail

- Desire to help make good happen in the world

WHY JOIN NEON ONE?

At Neon One, our values are how we show up every day. We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. We stand for our customers, act with care and intention in every decision, own the solution, and grow together. We innovate fearlessly, always exploring new ways to support our community and each other.

HOW WE HIRE

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is ma

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