Customer Success Specialist

Summary

Join Raisely's Customer Success team as a fully remote Customer Success Specialist! Based in Australia (preferably Eastern Australia, but open to similar time zones), you'll provide email support to nonprofit customers, helping them set up campaigns and troubleshoot issues. You'll leverage your web coding skills (HTML & CSS) and problem-solving abilities to assist users and improve the Raisely platform. This full-time, permanent role offers flexible hours, excellent benefits (including competitive salary, comprehensive paid time off, and professional development opportunities), and the chance to make a real difference in the world. You'll collaborate with a global, remote team, contributing to a positive and supportive work environment. The role involves a variety of tasks, from responding to support tickets to contributing to product development and documentation.

Requirements

• 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 thrive on solving problems
• You care about making a difference

Responsibilities

• 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

Preferred Qualifications

Bonus points if you know a little bit about the fundraising world

Benefits

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