Remote Customer Support Specialist (Contract)

We built a better fundraising tech for nonprofits and give it away for free.

As a Customer Support Specialist, you will work in a thriving, growing tech company dedicated to social good. You’ll be an essential part of our support team, working directly with nonprofits and donors to diagnose and resolve issues, further use of our platform, and collaborate with our Nonprofit Membership and Product teams to create more efficient support practices as we scale.

In this role, you will:

• Develop deep and thorough knowledge of our Fundraising Platform from both the Nonprofit and Donor perspectives.
• Act as a first responder for incoming requests and triage requests to the appropriate group within our company.
• Work with nonprofits and donors to effectively resolve technical and account issues through online chat and email.
• Answer how-to questions and help customers of varying skill levels and comfortability with technology navigate a variety of tools within the platform.
• Manage new nonprofit member leads generated through support channels and distribute to our Memberships team.
• Diagnose issues and engage with our Business Development, Product and Engineering teams to find solutions.
• Communicate thoughtfully with easy to understand solutions that help nonprofits and donors move forward for further use of our platform.
• Collaborate with internal team to identify opportunities for nonprofits and donors to adopt more of our platform or remove roadblocks.
• Contribute to our FAQ and Help Center
• Show, patience, empathy, and flexibility as nonprofit and donor needs evolve in this fast-paced, growing startup environment.

Candidates who will succeed in this role:

• Have a knack for technology and an understanding of SaaS platforms.
• Have technical skills and are interested in furthering those skills and learning about HTML, CSS, APIs and more
• Are fulfilled by creative, challenging problem solving opportunities
• Are self-motivated & eager to learn
• Thrive in a dynamic & collaborative environment and are comfortable with ambiguity
• Adapt quickly to changing priorities and customer needs
• Have a clear, professional, and informative communication style

What we are looking for:

• A person who is customer-oriented and deeply empathetic
• Able to learn many systems quickly
• 3+ years working in a customer support or similar role at an enterprise technology/SaaS provider
• Fluent English (written and verbal to business level)
• Excellent instincts and ability to communicate professionally at all levels, including to C-Level Executives

Nice to have:

• Familiarity of or experience using Intercom

We are an equal opportunity employer.