Customer Experience Specialist

About the Role

As a Customer Experience Specialist, you are the face of Charitable Impact (client name) and the first point of contact for our users, which include donors, communities, companies, and charities. You are an enthusiastic and driven brand ambassador who nurtures giving journeys through inbound emails, calls, and chats.

Support includes educating users on Charitable Impact's features, empowering communities with fundraising strategies, processing transactions, and managing ongoing relationships. As a member of our Donor Engagement and Experience team, you confidently and consistently promote Charitable Impact's products and services while providing excellent user support.

You will also play a key role in Customer Success , ensuring donor satisfaction, identifying opportunities for continued engagement, and helping users achieve their philanthropic goals through proactive follow-ups and personalized guidance.

Key Responsibilities

• Educate users on new features such as fundraising pages and donation matching to help them meet their giving goals.
• Deliver exceptional service by accurately and efficiently processing transactions and administrative tasks.
• Manage donor relationships and proactively promote additional services such as the Charitable Investment Program.
• Drive adoption and retention by engaging with users and communities.
• Improve internal processes and systems to enhance customer experience, team efficiency, and collaboration.
• Collect user feedback and contribute to team documentation such as guides and workflows.

Preferred Candidate Skills

Must Have