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

Embody values of trust, teamwork, and accountability.

Excellent written and verbal communication skills.

Strong ability to manage multiple clients, projects, and priorities in a fast-paced environment.

Minimum 5 years of experience in a client-facing role including Customer Support, Voice Support, Email and Chat Support.

Prior experience in Customer Success or Account Management with a focus on tracking user outcomes, conducting success reviews, and driving retention is an advantage.

Self-motivated and proactive team player who thrives in a remote work environment.

Must Have

Reliable high-speed internet connection for uninterrupted calls, live chats, and Zoom meetings

Quiet, professional home setup suitable for both phone and video interactions

Experience working with North American companies or customers with strong awareness of cultural nuances in communication and service delivery

Flexibility to provide support during the Giving Season (December) , including potential coverage on Christmas Eve or Day and New Year’s Eve or Day

Availability to work non-traditional hours aligned with North American time zones (PST or EST), including adjustments during daylight savings