Support Specialist, App Support

Before applying, you have a couple of next steps; you will need to talk to your leader(s) (this includes your direct leader and CTL/CP/CML, if applicable) about your desire to apply and gain their approval. Please review the internal interview process HERE before proceeding. We value you and want to ensure we set you, your leader, and the hiring team up for success as we enter the internal interview process.

The Support Specialist, App Support role at YouVersion is primarily responsible for executing and improving the systems and processes that support the technical aspects of YouVersion Support. This includes tracking bugs and user pain points, building new systems to improve communication between teams, and developing processes to resolve issues more quickly. The Support Specialist will be responsible for one or more areas, such as on-demand training, product knowledge, and documentation.

YouVersion was created by the local church in 2007 and remains a ministry of Life.Church today. At Life.Church, our mission is to lead people to become fully devoted followers of Christ. Our team is committed to reaching people worldwide through innovative technology. And YouVersion is one of the ways we get to do that. Life.Church is a multi-site Christian church meeting in the United States and globally at Life.Church Online.

We wholeheartedly believe a daily rhythm of seeking intimacy with God has the power to transform lives. That’s why YouVersion creates biblically-based experiences that encourage and challenge people to seek God. We hope everyone in our community is on an active journey to become who God made them to be, abiding in Him, and drawing closer every day.

What You'll Do Track and Report Support Issues

• Develop and maintain systems to track and report known issues. • Communicate effectively on the status of reported issues to the Community Care team. • Facilitate regular cross-functional meetings to ensure clarity around reported issues and assist in prioritization and advocacy of issues. • Participate in after-hours on-call rotation, monitoring feedback from the YouVersion community and automated alerting systems, alerting the appropriate team members and volunteer teams when an urgent issue arises. • Regularly review Support inboxes to understand more significant issues and trends. • Create, streamline, audit, and maintain communication resources, message templates, and documentation to ensure alignment with the Support communication strategy and voice.

Maintain Product Knowledge and Documentation

• Track the product roadmap and understand the app and web release cycles, updates, changes, etc. • Identify pain points in the Support process, including Support visibility and accessibility. • Ensure volunteers are equipped with timely information on outages, bugs, or upcoming product releases.