Operations Team Member: Customer Support
About Us
Shock the System Foundation is a nonprofit technology startup built on a simple belief: communities are worth investing in, and technology should make it easier to act on that. We build tools that help people get off their phones and back into the real world — connecting neighbors, supporting local action, and putting people at the center of the causes they care about. We welcome applicants of all backgrounds, perspectives, and lived experiences
About the Role
The Operations Team is the connective tissue of the organization. This role is where that connective tissue meets the community directly: answering the questions that keep users engaged, getting Bee merch into people's hands, and showing up at the events that make Vermont's community worth supporting.
What You'll Do
- Own the customer support queue in Freshdesk: reviewing incoming tickets, prioritizing responses, and making sure users hear back promptly and clearly.
- Keep Freshdesk organized: setting up saved responses for common questions, keeping ticket categories tidy, and flagging patterns you’re noticing.
- Be the bridge between users and our Development team: clearly communicating recurring issues or bugs so the team can address them at the source.
- Contribute to a growing library of help articles and FAQs so users can find answers on their own over time.
- Attend community events in your area as a Bee ambassador: volunteer on the clock alongside community leaders driving our key initiatives, and join the team at tabling events to introduce Bee to new people.
- Fulfill orders and send welcome kits when someone makes a purchase from our online store or joins the waitlist.
What We're Looking For
Community-minded
You genuinely care about the places and people around you and understand that showing up in person is part of the job.
Customer service experience
3+ years in a customer-facing role, with a history of keeping people happy and a knack for clear, empathetic communication.
Comfortable with tech
You pick up new software quickly and can explain technical hiccups to non-technical users. Experience with apps or SaaS products is a plus.
Helpdesk tools
Familiarity with Freshdesk or a similar ticket management platform. You know how to keep a queue organized and work efficiently.
Compensation & Benefits
This is a full-time position with a starting salary of $52,000 per year. We review compensation at the six-month mark, with the opportunity for an increase based on performance and growth in the role.
- Comprehensive benefits such as full coverage health care, dental, life insurance, and 401k
- Unlimited Paid time off
- Hybrid work model with in-person office days once a week
- Professional development: we invest in your growth, whether that’s a course, a conference, or a skill you want to build.
How to Apply
Email your cover letter and resume to admin@shockthesystem.org