Velora

• Take end-to-end ownership of our internal orchestration platform — a real SaaS product that DevOps builds and operates, whose customers are Velora's engineering teams. • This is a full software stack: a frontend, a backend, a document database, and complex distributed orchestration logic built on an event-driven architecture with Redpanda. Owning it means owning the code, the architecture, and the roadmap — not just running it. • Evolve the platform as a product: understand what engineering needs, design the workflows, and ship the software that delivers them. • Own and evolve our infrastructure-as-code with Terraform (we use Terraform Cloud) — provisioning, upgrading, and managing environments. GCP (Raisely) is the focus initially, with expected exposure to AWS and Azure over time as the person ramps and begins contributing to Terraform for the other brands. • Operate and scale Kubernetes-based workloads with Helm — owning reliability, capacity, networking, and performance for the services you support.

Role Description In this role, you will be responsible for delivering fundraising-focused implementation services across both Keela and Raisely. As an integral member of the Implementation team, you’ll support customers through all stages of their journey whether you’re: - Onboarding a new customer into Keela (CRM/donor management) and/or Raisely (fundraising) - Launching a new donation form or campaign - Migrating and validating donor contact data - Migrating and validating donations and fundraising data - Providing fundraising strategy-enabled configuration, training, and consulting to ensure customers go live successfully You’ll build trusted relationships with customers and help them adopt best practices in fundraising operations, online giving, and donor stewardship. You’ll also partner closely with Customer Success, Sales, and Product to share feedback and improve the customer experience. This role is an excellent opportunity to launch yourself into Customer Experience and/or the technology industry while developing deep expertise in nonprofit fundraising workflows. What will you be doing (your role)? - Work with multiple customers (40+) simultaneously to successfully manage and implement new clients and their data across Keela and Raisely - Develop deep product knowledge of Keela and Raisely, including staying current on new features, enhancements, and fundraising best practices - Lead end-to-end fundraising implementations, including: - Donation form setup and optimization - Campaign configuration - Peer-to-peer and event fundraising setup (as applicable) - Payment processor support and troubleshooting (as applicable) - Integrations and workflow setup (as applicable within supported tools/processes) - Manipulate and transform data sets according to established best practices to improve customer data quality and organization (e.g., contacts, donations, campaigns, custom fields) - Provide fundraising and donor management expertise to customers through consultative setup, calls, and email follow-up — translating goals into practical system configuration - Deliver strong project management, consulting, communication, and leadership skills by managing expectations and delivering high-quality solutions on-time, and within scope - Act as a liaison between customers and product teams, conveying fundraising-specific feedback and pain points to improve platform functionality and user experience across Keela and Raisely - Practice teamwork and collaboration across Services, Customer Success, and Sales to coordinate project execution and ensure a smooth handoff/ongoing success Qualifications - 2+ years of experience in software implementation, project management, customer engagement, and/or fundraising operations - Experience supporting or implementing fundraising tools (donation forms, campaigns, CRMs) is strongly preferred - Proficient in Excel, with mastery of data manipulation and analysis to ensure accurate imports, exports, and reporting - Outstanding customer service skills with a strong desire to create value, solve problems, and delight customers - Tech savvy and passionate about learning and managing multiple software tools at once - Highly organized and self-motivated, capable of working independently to meet deadlines and deliver exceptional results - Demonstrated experience providing technical and customer support through email and calls, with a strong ability to troubleshoot and resolve issues effectively - Familiarity with Google Suite, Slack, and Salesforce is a bonus - Friendly, approachable demeanor and enthusiasm for learning and staying updated on fundraising trends, platform best practices, and customer needs - Excellent written and verbal communication skills - Excellent organizational skills with the ability to multitask - Quick learner and proactive problem-solver - A collaborative team player Requirements - Salary range for this role is $58,000 - $65,000 USD for US candidates and $65,000 - $75,000 CAD for Canadian candidates - Base salary compensation will be determined based on factors such as skills, education, experience, and geographic location Benefits - Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave - US: US employees are eligible for open or paid discretionary time off (take time when you need it), plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave - Remote-first company - live and work wherever you’re happiest - Support for learning new skills or paying for conference or course tickets - Robust medical, dental, vision, disability and life insurance coverages and a 4% match on Retirement

• Own high-complexity escalations end-to-end — debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined. • Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering. • Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution. • Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team. • Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation. • Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early — using Cursor to accelerate the querying, scripting, and synthesis behind them. • Facilitate external documentation reviews; review and approve troubleshooting, runbook, and process documentation to keep customer-facing and internal content accurate, testable, and versioned. • Contribute to case handoff standards to Engineering including required logs, timelines, and impact assessments. • Act as a bridge between TSE, Engineering, and Product — translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and suggested acceptance criteria. • Facilitate technical discussions with internal teams on complex, multi-system issues.

• Own the revenue number - Drive towards a partner-sourced revenue target annually. You'll set the strategy to get there, track progress relentlessly, and course-correct when needed. You know which 1–2 levers actually move the number. • Optimize and scale the partner program - The foundation is in place. You'll audit what's working, identify gaps in structure, tiers, and enablement, and raise the bar on partner performance. You'll define what a great partner relationship looks like at Velora and systematically close the gap between where the program is and where it needs to be. • Attract and sign new partners - Identify, engage, and close partnerships with high-value players in the nonprofit ecosystem — consultants, integrators, associations, technology allies, and channel partners. You know how to articulate the value of the program compellingly and close. • Drive partner activation with the same intensity as signing - A signed partner who isn't generating leads is a missed opportunity. You treat activation as a core part of your job, not a handoff. You build the playbooks, run the motions, and stay in it until partners are producing. • Own the partner relationship end-to-end - You are the primary point of contact for partners. You'll manage the relationship with the rigor of a key account manager and the strategic vision of someone building for the long term. • Drive cross-functional enablement - Work hand-in-hand with Sales, Marketing, and Customer Success to ensure partner-sourced leads are followed up quickly, co-marketing programs are executed well, and partners are embedded into broader GTM programs. • Report and iterate - Track partner pipeline, activation rates, and revenue contribution. Bring data and clear recommendations to leadership on what's working, what isn't, and where to double down.

• Serve as primary contact for day-to-day IT requests • Install, configure, and support employee hardware, software, and accounts • Work with remote employees, vendors, and contractors • Procure and provision hardware, manage asset inventory • Assist with evidence collection and control testing for compliance obligations • Maintain accurate, audit-ready records • Occasionally support off-hours maintenance windows

• Build detailed financial models and analyses to enable business planning and strategic decision making at all levels of the business • Maintain and evolve the company’s operating model • Analyze trends and distill actionable insights to guide long-term strategy and day-to-day execution • Support corporate finance workstreams including annual planning, forecasting, and board materials • Establish excellent cross-functional relationships across the Company to source data, gather information, and deliver actionable, data-driven findings • Deliver high-quality analysis that influences key business decisions • Leverage AI tools and workflows to improve the speed, quality, and scale of work

• Customer Assistance: Deliver courteous, timely, and solution-oriented support to customers across multiple channels—including phone, email, chat, and social media. Approach each interaction with empathy and a focus on resolving issues in a way that builds trust and drives satisfaction. • Product Expertise: Develop deep product knowledge to confidently guide customers through troubleshooting and best practices. Leverage this expertise to not only answer questions but also proactively identify solutions that help customers succeed with our platform. • Issue Resolution: Act as a problem solver by accurately diagnosing customer issues and delivering clear, effective resolutions in a timely manner. When necessary, collaborate with senior support team members to ensure the customer’s concern is fully addressed, always keeping their satisfaction as the top priority. • Customer Advocacy: Serve as the voice of the customer by bringing their needs, pain points, and suggestions to internal teams. Advocate for changes that enhance satisfaction and ensure our products evolve in a way that reflects what matters most to our users. • Documentation: Maintain thorough and accurate records of customer interactions, including problems, solutions, and follow-up actions, to ensure continuity of care and track issue resolution progress. Your detailed documentation supports efficient problem solving and a seamless customer experience. • Product Feedback: Listen closely to customer experiences and frustrations to identify recurring issues and improvement opportunities. Share this feedback with product teams to help shape meaningful updates that better serve customer needs and reduce friction. • Training and Resources: Assist in the creation and enhancement of support documentation, FAQs, and knowledge base articles with the customer in mind—making it easy for users to find answers, troubleshoot independently, and feel confident using our tools. • Quality Assurance: Contribute to product excellence by participating in testing and quality reviews as needed, using a customer-first mindset to identify bugs, confusing workflows, or missing functionality that may impact the user experience.

Role Description We are seeking a Bookkeeper to join our fast-growing Professional Services department. As a crucial member of our dynamic team, your primary role will be to serve as a full charge bookkeeper to our moderate complex Medium customers, collaborating with the customers to ensure the accuracy and currency of their financial records and exceptional customer experience. You own problems end-to-end, stay outcome-focused, and use AI to move faster, raise accuracy, and improve the customer experience for Aplos bookkeeping clients. If you excel in collaborative problem solving and are passionate about bookkeeping, technology, and customer services, this position is an excellent fit for you. What will you be doing (your role)? - Manage full cycle of bookkeeping services for multiple Medium customers concurrently, including data entry, reconciliations, payroll, donations and periodic accounting clean-up as necessary. - Use AI-native tools to streamline workflows and deliver faster, more accurate results for Aplos bookkeeping clients. - Maintain an average of 70% of your working time spent on billable client work. - Understand organizational needs and provide valuable feedback, proposing solutions to enhance information clarity. - Maintain a high customer net promoter score (9 or 10) by building positive relationships with the customer, communicating proactively, and providing quality and satisfactory services. - Adhere to established processes to ensure robust financial controls are in place. - Identify areas for process improvement, actively participating in collaborative knowledge-sharing with teammates. Qualifications - 3–5+ years owning full-charge bookkeeping end-to-end with minimal oversight. - A degree in accounting, finance, or business. - Strong fundamentals in accounting and nonprofit bookkeeping; applies judgment to keep books clean, compliant, and decision-ready. - Deep experience in Aplos (preferred) or similar systems; learns new workflows fast and uses tooling to work smarter. - Strong Excel skills; uses templates, automation, and AI support to move faster without sacrificing accuracy. - Builds trust with customers through proactive updates, clear expectations, and consistent follow-through. - Clear, direct communicator who flags risks early and keeps everyone aligned. - Outcome-focused and deadline-driven; prioritizes the work that moves the customer forward. - Collaborative teammate who shares learnings, templates, and best practices to raise the bar for the whole team. - High quality bar and attention to detail; catches issues early and prevents repeat errors. - Comfortable using AI tools to accelerate research, reconciliation, and documentation while maintaining accuracy and confidentiality. - Proactively identifies patterns (errors, missing info, process gaps) and proposes simple fixes that prevent repeat work. - Operates with high autonomy; clarifies ambiguity, removes blockers, and drives work to completion. Requirements - Salary: $22/hr - $24/hr USD for US candidates and $60,000 - $65,000 CAD for Canadian candidates. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location. - Paid Time Off: - Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave. - US: US employees are eligible for open or paid discretionary time off (take time when you need it), plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave. - Work remotely: We’re a remote-first company - live and work wherever you’re happiest. - Training: We’ll support you when you want to learn new skills or pay for conference or course tickets. - Health Coverage & Retirement: - Canada & US: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement. Company Description We’re excited to share that Aplos, Raisely, and Keela have come together to form one unified company, Velora, with a shared mission: to help nonprofit organizations thrive. While we continue to offer the products you know and love, we now operate as one team, dedicated to making nonprofit work easier, more impactful, and more sustainable. Together, our combined expertise spans fundraising, donor management, financial tracking, and communications—offering a powerful suite of tools designed to reduce complexity so nonprofits can focus on what matters most: making a difference. We’re one company with 3 products all servicing customers in the impact space. Working at Velora means that you have the opportunity to build one or across all our products.

• Serve as incident lead for high-severity, customer-impacting issues; run blameless post-mortems and define corrective actions • Act as technical owner for a product area with defined SLAs and proactive health checks • Lead technical communications during incidents; set expectations and provide timely updates until resolution • Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster • Build dashboards and saved searches across logs, product analytics and tickets to detect regressions early • Drive creation and upkeep of internal runbooks, decision trees, and troubleshooting guides; keep them updated • Serve as a bridge between TSE, Engineering, and Product — translating customer pain into prioritized fixes

• Collaborate to develop high-quality software designs and architecture • Maintain and advance micro-services and APIs • Take ownership of mid-level projects and deliver quality work independently • Actively contribute to team discussions, code reviews, and technical decision-making • Write unit tests • Maintain and contribute to technical documentation, including architecture decisions, runbooks, and onboarding guides • Leverage AI-powered development tools daily to accelerate coding, testing, and code review workflows • Prioritize, set and meet commitments