Customer Success Specialist

Typical shift Monday through Friday, 10:00AM to 6:00PM Pacific time zone. You will be required to work one Saturday a month. There may be instances where working longer or modified hours may be required to assist Auctria users or participate in company activities.

All applicants must be able to work in Canada legally. Strong proficiency in reading, writing, and speaking English is mandatory.

About Auctria

Auctria is a software-as-a-service platform that has helped raise over $500 million through across 50,000+ events. Our focus is on fundraising events and the activities surrounding them. We are a Canadian company with a remote team distributed across North America… and we’re growing!

Role Description

This is an inbound customer support role and new team members would be expected to be proactive and contribute on a highly collaborative team.

As a customer success specialist, you will be helping various fundraising organizations, from the single-person ‘teams’ to chapters of national non-profits and everyone in between. Many types of organizations use Auctria for many different events; we help them all.

Key Responsibilities Include:

Provide solutions to questions and address customer concerns while always recognizing the immediacy and prioritizing these issues
Serve as the customer’s trusted Auctria advisor, drive value and forge relationships with key contacts
Conduct scheduled Zoom calls with customer teams during the project lifecycle. These would range from a discovery call to learn about the project, to training calls to teach customer teams what they need to know for a successful event.
Identify barriers to success & proactively monitor, escalate, and solve platform-specific problems for the customer
Respond to customer support questions via email and chat
Other Contributions

Contribute to the development of internal processes and best practices
Help with team projects
Qualified Candidates Must:

Demonstrate exceptional attention to detail, process orientation & ability to communicate effectively both verbally and in writing
Previous experience in a customer service/support environment
Technically savvy and can pick up new technology quickly
Be comfortable using Excel for working with tables of data
Be aware of the basics of web design to set up event websites in our custom website editor
Have a record of consistently meeting and/or exceeding goals
Have high-speed internet
Preferred Candidates Will:

Experience working remotely with a distributed team
Experience providing technical support to non-technically adept users
Have experience working and/or volunteering in the nonprofit industry
Contribute to team development and consistently evaluate opportunities for improvement
Experience with Slack, Notion, and Shortcut (internal); Intercom (chat); and, Enchant (email).
Be proactive and work well independently with exceptional time management skills
Thrive in an autonomous, fast-paced, rapidly changing environment