▷ [Apply Now] Customer Support Specialist

Role & responsibilities

Customer Support Specialist Role Summary

As a Customer Support Specialist, you are the face o the company 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 company'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 Company's products and services while providing excellent user support.

What You'll Do

• Provide an empowering experience for all general inbound support communication
• Educate and consult with users and prospects to help them identify and adopt new features and tools that support their giving and fundraising goals (e.g., fundraising pages, live donation matching, etc.)
• Provide a consistent and exceptionally high level of service that includes processing transactions and administrative tasks in an efficient, accurate, and friendly manner
• Manage and nurture donors and other users while identifying opportunities to promote Charitable Impact's services and offerings (e.g., Charitable Investment Program, Cause Funds, etc.).
• Proactively engage with users and communities to increase adoption, engagement and retention while exploring opportunities for growth and collaboration
• Assist in developing processes that scale with the customer experience in mind (including Charitable Impact's support / transactional systems)
• Actively listen to our users, empathize with their experience, and collect their feedback to share with internal teams
• Seek ways to improve and implement internal systems that strengthen efficiency and ensure smooth and collaborative team operations
• Actively contribute to the creation and ongoing maintenance of team documentation, including process guides, workflows, and projects. Our Ideal Candidate
• Exhibit values of trust, teamwork, and accountability
• Outstanding oral and written communication skills
• Ability to manage multiple clients, projects, and priorities in a fast-paced environment
• 3+ years' experience in a client-facing role
• Bachelor's degree
• Strong relationship-building skills grounded in emotional intelligence, with a results driven mindset and a track record of meeting and exceeding goals
• Overcomes objections by providing answers and solutions that match our capabilities
• A proven self-starter who takes initiative and thrives in a remote role, collaborating with team members
• Strong consultative skills with the ability to uncover user needs, anticipate potential challenges, and develop tailored solutions or creative workarounds
• Experience in client development, coaching, or mentorship

Ready to work in Night Shift and should be available on special US / Canada Christmas, New Year and Thanks Giving days

Please complete the following questions to proceed further.

Preferred candidate profile