Job Title: Customer Support & Success ManagerType: Full-Time, RemoteWorking Hours: Mondays - Fridays, 9:00 am - 5:00 pm ESTCompensation: $2,000 - $3,000Location: Remote
About the Company:We are a mission-driven technology company headquartered in New York. Our platform enables giving circles to mobilize donations from members to support small, local nonprofits across the country. Our service empowers community leaders to connect donors with nonprofits, driving positive social change through collaborative philanthropy.
Job Summary:We are presently in search of a skilled Customer Support & Success Manager to join our team. In this role, you will be responsible for providing professional support to users, managing support escalations, and refining our customer success processes. The ideal candidate should bring at least 7 years of experience in customer support and success, with adeptness in process management and team leadership, and a strong background in nonprofit granting or similar environments.
Responsibilities: Provide positive, professional support to our users and be able to give clear and concise guidance via phone, email, and/or videoconference. Have a genuine passion for helping users succeed and creating a delightful experience.
Manage support escalations relating to the granting process and other technical issues that may be occurring for our leaders, members, and nonprofits.
Ensure effective project management of all issues from initial inquiry through to effective close.
Work closely across the team to mitigate any issues that arise from the granting process between accounting, product, and customer support.
Efficiently switch contexts from responding to customer emails and troubleshooting site bugs to meeting with the team about process and feature improvements.
Develop clear and informative external-facing written communication materials for our leaders, members, and nonprofits, as well as internal-facing guidance, macros, and more for our growing customer support team;
Build upon existing processes, procedures, and best practices to ensure a best-in-class customer onboarding and support experience for our members, leaders, nonprofits, and internal team members.
Develop a deep understanding of the growing company's movement and what drives successful philanthropic leaders in their communities.
Requirements: Must-haves: 7+ years of work experience, with 2+ years of relevant experience
Excellent communication skills
Willingness to work hard, take ownership and responsibility for the scope of work
Experience in a high-volume customer support and/ or success environment
Experience as a team leader, both building process and documentation, but also executing and getting deep into the work
Lead with a customer-centric mentality (customer service experience in some capacity, non-domain specific)
Act as a trusted, proactive partner cross-functionally to our other team leaders in community and growth
Nice-to-have: Experience in philanthropy (as a nonprofit professional, at a foundation, or at a company serving nonprofits or donors)
Experience in fintech or accounting
Experience managing virtual teams
Experience using Asana, Google Suite, HubSpot CRM, and HelpScout
