Customer Support Specialist

Responsibilities

Respond to queries from customers and prospects (leads) in a timely and accurate way, via phone, email or chat
Follow up with unresponsive customers and leads to ensure their questions are resolved
Proactively identify customer needs and help customers use specific features
Support (and grow) our payout, dispute resolution, and fraud processes
Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
Gather customer feedback, feature requests, and workarounds, and proactively suggest improvements
Update our internal and external documentation as new and improved product features are released
Qualify leads and efficiently connect prospective clients to the Success team for demos

Requirements

2+ years of experience working in the technology and/or nonprofit industries
2+ years of experience as a Customer Support Specialist or similar CS role
Experience using help desk software and remote support tools (i.e. Intercom, Zoom)
Understanding of how CRM systems work
Excellent communication and problem-solving skills

Benefits

Remote Work: Work from anywhere in the United States.
Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees.
Vacation and Holiday: 15 days paid vacation time to start plus additional days per year with the company. We also take off all 10+ Federal Holidays and provide 2 floating holidays.
Discretionary Budget: We provide elective reimbursements for home office expenses, charitable donations on Givebutter, and more.
Training and Development: Take part in department and company-wide training and development.
Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you’re doing and the company you work for