Customer Support Specialist – Aplos

Velora is seeking a Customer Support Specialist to join its growing team in Vancouver, Greater Vancouver. In this role you’ll provide first‑line assistance for Aplos, Raisely and Keela users, helping nonprofit organisations solve issues quickly and efficiently.

Key Responsibilities

• Respond to inbound tickets, chat and email inquiries with timely, accurate solutions.
• Diagnose technical and functional problems across the Aplos suite and guide users through best‑practice workflows.
• Document common issues and contribute to the knowledge base for internal and public use.
• Collaborate with product, engineering and success teams to escalate and resolve complex cases.
• Identify trends in support requests and recommend product improvements.

Requirements

• Excellent written and verbal communication skills in English.
• Strong problem‑solving ability and a customer‑centric mindset.
• Experience using SaaS platforms, preferably in the nonprofit or financial software space.
• Comfortable working in a fast‑moving, fully remote or hybrid environment.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and basic CRM tools.

Why Join Velora?

• Be part of a unified company dedicated to empowering nonprofits.
• Work with three well‑known products (Aplos, Raisely, Keela) under one collaborative culture.
• Opportunities for professional growth and cross‑functional learning.

Frequently Asked Questions

What type of support will I provide as a Customer Support Specialist at Velora?

You will handle email, chat and ticket inquiries for Aplos, Raisely and Keela, troubleshoot technical issues, and guide nonprofit users through best‑practice workflows.

Do I need prior nonprofit experience for this role?

While nonprofit experience is a plus, strong SaaS support skills and a customer‑focused attitude are the primary requirements.

Is the position remote or office‑based in Vancouver?

The role is based in Vancouver, Greater Vancouver, with flexible remote or hybrid work options depending on team needs.