Customer Success Specialist

Summary

The job is for a full-time, permanent Customer Success Specialist role at Raisely, a remote company helping nonprofits with their fundraising ideas. The role involves providing customer support, improving the product, and working with the engineering team. The ideal candidate is a brilliant writer, thrives on solving problems, has basic web coding skills, is empathetic, and cares about making a difference.

Requirements

• You’re a brilliant writer
• You have a way with words
• You understand your audience and can inject your unique personality into everything you write
• You thrive on solving problems
• No two days are the same on our Customer Success team
• Digital products come naturally to you, and you enjoy tinkering with tools and features until everything clicks into place
• You’ll also be jumping on calls with key accounts across North American time zones and participating in our Expert Chats, a call support initiative
• Helping organizations get the most out of their campaigns is something you’re passionate about
• You know some basic web coding
• You’re comfortable with HTML and CSS
• While we don’t expect you to build a webpage from scratch, you should be able to tweak layouts, change backgrounds and colors, and debug CSS/HTML issues
• You’re empathetic
• You’ll be speaking with passionate people every day, helping them create impactful campaigns
• For many, it’s their first time doing something like this, so you’ll need to understand their goals and support them in a way that fits their unique needs
• You care about making a difference

Responsibilities

• Work closely with customers over email support channels
• Help a charity set up a campaign
• Troubleshoot issues found
• Tweak the design of a page using CSS
• Help write clear and helpful documentation for customers
• Bring customer feedback into the product roadmap
• Partner with the engineering team as new features are built
• Share expertise on webinars, blog, and best-practice guides and videos
• Work with the rest of the team on quarterly team tactics
• Reply to questions in the support queue
• Complete full reviews of campaigns before they go live
• Take part in company-wide virtual retreats and team bonding activities
• Workshop new features with peers, analyzing customer feedback and presenting it clearly in a feature pitch
• Enjoy biweekly virtual coffees with 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
• Test beta versions of new features to spot potential issues and ensure a smooth user experience
• Brainstorm with the team to find ways to make the Raisely customer experience even more amazing
• Manage key accounts across North American timezones to help contribute to Raisely’s retained revenue goal

Benefits

• Four weeks paid leave plus 11 days of public holidays, to be taken when you like
• Generous paid sick leave
• Laptop and screen when you start, plus help setting up your home office
• In-Person' Retreats every 12 to 18 months
• Work remotely - live and work wherever you’re happiest
• Coworking space covered if you'd like to work there
• Training and support for learning new skills or paying for conference or course tickets