Are you someone who values structure, precision, and delivering consistent, high-quality support? We’re looking for a reliable and thoughtful Enterprise Client Support Lead to become a key part of our Product Support team at Foundation Source. In this role, you'll provide hands-on support and training to our Enterprise clients—primarily banks and investment advisors—who rely on our Enterprise and Impactfully applications to manage private foundations.

You’ll be a trusted partner to our Enterprise Client Delivery Lead and play an essential role in supporting a growing area of our business. This position is ideal for someone who enjoys solving problems through clear processes, documenting and improving systems, and sharing knowledge in a practical, organized way. Your day-to-day will include responding to client needs through our support tools, identifying and reporting product issues or enhancements, and creating clear, helpful training materials like desk guides and reference documents.

If you take pride in doing things the right way, enjoy helping others succeed, and thrive in a collaborative, supportive environment—we’d love to meet you.

Key Responsibilities:

Support and Training for Enterprise Clients (85%)

• Deliver consistent, high-quality support to Enterprise clients, ensuring they can confidently use our applications to serve their end users.
• Troubleshoot and resolve application issues with a methodical and detail-oriented approach, always prioritizing security, accuracy, and the client's experience.
• Log and track software bugs or enhancement requests, and coordinate status updates between clients and internal Product and Development teams to ensure transparency and progress.
• Lead product training sessions and create user-friendly documentation to help clients navigate our systems with clarity and confidence.
• Develop and maintain structured support materials and knowledge base articles that follow established company standards—providing dependable, go-to resources for users.

Internal Collaboration and Process Improvement (10%)

• Work closely with cross-functional teams to resolve complex technical challenges, using your product knowledge and communication skills to ensure a timely and effective resolution.
• Collaborate with Product and Engineering teams to support product enhancements with a steady, solutions-focused mindset—ensuring the product remains reliable and easy to use.
• Share actionable, constructive feedback with development teams, focusing on long-term improvements in stability, functionality, and usability.
• Help define and refine best practices for support operations, contributing to repeatable processes that improve efficiency and service quality.
• Represent the voice of the customer (VOC) using clear data and thoughtful insights to ensure client needs are reflected in internal planning and improvements.

Additional Responsibilities (5%)

• Step in to support additional projects or products as needed, maintaining flexibility while delivering consistent quality.
• Stay up to date on industry tools and trends, and bring forward ideas to improve support tools, methods, or client resources—always grounded in practical application.

• Bachelor’s degree (or equivalent practical experience) with 5+ years in technical support and at least 3+ years in a client-facing capacity.
• A strong sense of responsibility and commitment to delivering dependable, high-quality customer experiences—not just solving issues, but making clients feel supported and confident.
• Clear and professional communication skills, both written and verbal, with the ability to explain technical concepts in a calm, approachable, and easy-to-understand manner.
• Prior experience in technical support or customer service, ideally working with high-value clients (generating $10,000+ annually), where accuracy and service quality were essential.
• Solid working knowledge of tools like Microsoft Excel, Salesforce, Zendesk, or other systems that require strong attention to detail and accurate data handling.
• Educational or professional background in fields such as Computer Science, IT/Application Support, Quality Assurance, Mathematics, or Philosophy—reflecting strong analytical thinking and a methodical problem-solving mindset.
• Practical experience using tools like HTML, JavaScript, SQL queries, or advanced Excel features (e.g., pivot tables and formulas) to resolve technical issues effectively.
• Self-directed and reliable, with a consistent work ethic and a willingness to collaborate closely with others to improve outcomes and learn new skills.
• Familiarity with the philanthropic, financial services, or tax-related sectors is a plus—bringing added context and understanding to client support in those areas.

Job Requirements for Remote Work Environment:

• Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours.
• Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.