Customer Experience Specialist, Nurture

About Nurture

Nurture, a Pushpay company, is a pastoral care platform helping churches shepherd their people through technology. We are growing rapidly inside Pushpay and are hiring our first dedicated Customer Success Manager to partner directly with our Head of Customer Experience. This person will help shape the scaffolding of how Nurture serves churches at scale — from onboarding through long-term relationships.

About the Role

The Customer Experience (CX) Specialist position is a perfect blend of digital content management, direct customer care, and tech support. Reporting to the Head of Customer Success, you will act as a “first responder” to provide day-to-day support through Slack, email, and virtual meetings, manage and improve the Nurture Library and support resources, troubleshoot customer needs with a solutions-focused mindset, and serve as a bridge between customers and the development team. This person will also help document processes, organize knowledge, and build scalable support frameworks that strengthen both the customer experience and the long-term growth of the company.

Benefits and Compensation

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Remote
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation: $67,500 - $76,000 depending on location

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

The following states are approved as remote work locations for this position: AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, WA, VA - All other states are not in consideration for this role at this time.

What You’ll Do

Technical Support

• Provide customer support through Slack, email, and virtual meetings with a responsive, relational, and solutions-focused approach.
• Troubleshoot customer questions, technical issues, and workflow challenges to help churches confidently use the platform.
• Build strong relationships with customers by ensuring they feel supported, heard, and equipped for success.
• Serve as a liaison between customers and the development team by communicating bugs, feature requests, and recurring support trends.
• Collaborate with internal teams to improve the customer experience and identify opportunities for product enhancement.
• Help create scalable support systems, workflows, and processes that strengthen long-term customer care.
• Identify recurring customer needs and proactively recommend improvements to support operations and communication.

Article & Knowledge Base Management

• Manage and maintain the Nurture Library to ensure resources remain organized, current, and easy to access.
• Create, update, and improve help articles, support documents, tutorials, and training materials.
• Document internal processes, workflows, and best practices as the support infrastructure continues to grow.
• Identify gaps in customer education an…