Client Success & Technical Support Specialist

Part-Time | Remote (Raleigh, NC Area Preferred for Occasional In-Person Meetings)
Company: Sugar Maple Interactive – Wake Forest, North Carolina

Sugar Maple Interactive builds time-saving, intuitive web applications for nonprofits and small businesses. Our flagship platform, REACH (https://www.reachapp.co/), helps nonprofits around the globe manage sponsorship and donor relationships efficiently. We’re growing quickly and looking for a sharp, people-first professional to join our team as a part-time Client Success & Technical Support Specialist.

About the Role

As the first point of contact for potential clients, you’ll play a key role in demonstrating the value of our software, answering questions clearly and confidently, and guiding nonprofit organizations through onboarding and ongoing support. This is a hybrid role that combines technical support, customer communications, and light sales enablement.

We’re looking for someone who can leave a strong, positive first impression, build trust quickly, and provide high-quality support that helps convert new leads into happy, long-term clients.

This is a part-time (20–30 hours/week) remote position, working within standard business hours (Monday–Friday, 8 AM–5 PM). Candidates located in the Raleigh, NC metro area are preferred for occasional in-person team meetings.

Key Responsibilities

  • Serve as the welcoming, knowledgeable first point of contact for incoming client inquiries
  • Provide tailored, engaging online demos of the REACH platform to prospective clients
  • Assist new clients with onboarding, setup, and best practices to ensure early success
  • Manage support requests via email ticketing system and minimal phone with empathy and clarity
  • Troubleshoot technical issues and escalate complex cases to the development team
  • Offer ongoing support to nonprofits as they grow and expand their use of REACH
  • Help identify client needs and communicate opportunities for additional features or services
  • Contribute to internal documentation, onboarding guides, and FAQ content as needed

Ideal Candidate Traits

  • A natural communicator with excellent customer service and interpersonal skills
  • Confident and engaging when delivering product demos to small teams or individuals
  • Tech-savvy and resourceful when solving problems or learning new tools
  • Comfortable working with clients of varying technical skill levels
  • Self-motivated, organized, and calm under pressure
  • Bonus: HTML or coding experience is a plus for troubleshooting and client guidance
  • Familiarity with nonprofit operations or experience working/volunteering with nonprofits is a big plus

Qualifications

  • 1+ years in a customer-facing technical support, onboarding, or communications role
  • Strong written and verbal communication skills
  • Experience with Mac OS X, email tools, browsers, and SaaS products
  • High school diploma or GED required; Associate’s or Bachelor’s degree preferred

Why Work with Us?

At Sugar Maple Interactive, we support nonprofits doing life-changing work—providing food, shelter, education, and healthcare to vulnerable communities around the world. As part of our team, you’ll directly help these organizations succeed through excellent tools and personalized support.

We offer:

  • Flexible, part-time hours (20–30 hours/week)
  • Opportunity for growth and skill development
  • A small, collaborative team that values your input
  • Competitive hourly pay based on experience

To Apply

Email your resume, cover letter, and a short introduction to jobs@sugarmapleinteractive.com. All applications are treated confidentially. We are an equal opportunity employer.