Customer Support Specialist - Aplos

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.

• 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, elevate 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.

• Customer Assistance:
  Deliver courteous, timely, and solution-oriented support to customers across multiple channels—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…