Customer Success Specialist

Raisely helps nonprofits across the world bring their fundraising ideas to life. We’re a purpose-driven remote team, spread across 7 countries and 17 cities. 

Raisely’s Customer Success Specialists are our phenomenal front-line support team for our customers. They are product experts who understand best-practice fundraising, and how to bring a campaign to life on our platform.

About the role

You’ll be responsible for working closely with customers over our email support channels. On any single day you will be helping a charity set up a campaign, troubleshooting an issue you’ve found, tweaking the design of a page using CSS, or helping write clear and helpful documentation for our customers to find and use.

Beyond the day-to-day, you’ll play a pivotal role in improving Raisely. You’ll regularly bring customer feedback into our product roadmap, and partner with our engineering team as new features are built. You’ll have opportunities to share your expertise on webinars, our blog, and in best-practice guides and videos, as well as have opportunities to work with the rest of the team on our quarterly goals. 

We’re on a mission to create the world’s first unified cloud platform for nonprofits. We empower nonprofits to connect with supporters, build impactful fundraising campaigns, and drive contributions to meaningful causes.

We’re a remote, mission-driven team spanning the globe, passionate about empowering nonprofits to amplify their impact. We value curiosity, collaboration, and creativity, leaving egos at the door while working toward innovative solutions for world-changing customers.

By joining our team, you’ll not only get to deepen your skills but save lives, save our climate, and support the most vulnerable people in our society.

Hours

This role is full-time and is a permanent role. You’ll be expected to do 5 days/38hrs a week while you’re getting up to speed.

Logistics

We are looking to hire someone living and able to work in Australia, preferably based in Eastern Australia (UTC +10 or nearby). This is a fully remote role.

Location

We are considering candidates who are open to working in a similar timezone to Western Australia (UTC+8). You don't have to be based in WA, but if your preferred working hours align with this timezone, please get in touch. 

What will you be doing?

Here are some things that you might tackle in your first few months. Importantly, we’ll be here to support you along the way.

• Reply to questions in our support queue and expertly guide customers as they create their fundraising campaigns. After your first three months, there will be an opportunity to take 1:1 calls with our customers who book through an initiative called Expert Chats.
• Complete full reviews of campaigns before they go live, spotting little errors and opportunities to improve.
• Take part in company-wide All-Hands, huddles, retreats and team bonding activities, like Exploding Kittens tournaments, Friday trivia or Dutch cookie-making zooms with our friends at Keela and Aplos.
• Workshop new features with your peers, analyzing customer feedback and presenting it clearly in a feature pitch.
• Enjoy biweekly virtual coffees with your teammates around the world.
• Help craft helpful and easy-to-follow documentation to guide users on Raisely.
• Solve issues reported by our users, log bugs, and follow up with the engineering team to fix them quickly, as well as test beta versions of new features to spot potential issues and ensure our users have a smooth experience.
• Brainstorm with the team to find ways to make the Raisely customer experience even more amazing.

Requirements

What we’re looking for

You’re technical & product-minded for our customers

You have basic web coding knowledge (HTML & CSS), some experience in debugging API, integration & webhook issues, analytical skills, and the ability to navigate product processes, advocate for improvements, and collaborate with engineering and product teams.

You're an empathetic communicator

You have strong communication skills, empathy, and problem-solving abilities and can handle a high volume of support tickets while maintaining quality and customer satisfaction. You will inject your unique personality into your words within the support queue and you’ll spend every day speaking to passionate people, helping them create campaigns with a substantial impact in the world. For many of our customers, it’s their first time doing something like this. You’ll lean on your empathy to understand their goals, and support them in a way that will work for their unique situation.

You thrive on solving problems

Anyone on our Customer Success team will tell you that no day is the same. You’ve got to love understanding a problem and digging into it independently. Digital products come naturally to you, and you love playing around with something and getting it to work by yourself.

You care about making a difference

Yeah, we’re all here because we want to make the world better (and by that we mean a carbon-neutral utopia with world peace and just laws, where all people are treated the same with equal opportunity to thrive). So you’ve got to want that too! Bonus points if you know a little bit about the fundraising world.

Benefits

Ok, and why work with us?

This ain't no NFT's for rainforests pyramid scheme. In your first week with us, you’ll be a part of helping vetted charities raise 2.5 million dollars for everything from responding to crisis to curing cancer. 

So we can make this happen, we’ve made working here different. You’d be joining a fully remote, global team of compassionate, generous experts – from engineering to sales. We’re async, avoid busywork and keep meetings to a minimum. 

Working at Raisely is unique. You’ll be able to build a product that supports people working on the things that matter: health, climate justice, human rights, and equality.

If you needed more convincing, here’s the rest of it:

💵 Salary – We benchmark salaries based on similar roles in Sydney, Australia. This role will pay between $70-75k + super depending on your experience.

⏰ Flexible Hours – Working here is about getting your work done, not clocking hours. We’ll work with you to figure out hours that work with you, and we’re flexible when life gets in the way.

💻 Technology – The usuals. We’ll get you a laptop and screen when you start, plus help you set up your home office.

🗺 Annual Leave – Everyone gets 4 weeks paid leave plus 11 days of public holidays, to be taken when you like, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.

🌴 Work remotely – We’re a remote-first company - live and work wherever you’re happiest.

😌 Calm Company – ⅓ of us are parents, another ⅓ are parents to fur babies, and the other ⅓, well, they have lives too, so we strive to respect each others personal time.

🤷 Training – We’ll support you when you want to learn new skills or pay for conference or course tickets.

Interview Process:

We want to make this process as transparent to you as possible so that you know what to expect. We want to make sure that we are respecting your time so we’ve tried to make the interview process straightforward. Here is our current interview format

• 30-Minute Phone Screen
  You’ll have a quick call with our Customer Success Lead to discuss your experience, your interest in the role, and to get a sense of your fit with our team.
• 2-Hour Writing Assessment
  Since writing is a crucial part of this role, we’ve designed a writing assessment to give you a taste of the kind of work you’ll be doing. You’ll receive 10 sample questions that could come through our support inbox and we’ll assess how you craft your responses.
• 1-Hour Panel Interview
  You’ll meet with a few team members you might be working with to discuss your approach, problem-solving skills, and how you align with our values. This is also your opportunity to ask questions and get a feel for our team dynamic.

We know with diversity comes strength. We want Raisely to be a team of many cultures, nationalities, sexualities, gender identities, religious beliefs, abilities, and ideas. We particularly encourage Indigenous people, First Nations, people from culturally and linguistically diverse backgrounds, people with disabilities, or people without the economic advantage of higher education, to apply for our roles.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process please request that accommodation in your application.