Instrumentl is hiring a
Customer Support Associate, Remote - Worldwide

Summary

The job description is for a Customer Support Associate at Instrumentl, a YC-backed startup that provides grant discovery and management tools for nonprofits. The role involves scaling support efforts, advocating for customers, gathering feedback, improving self-serve resources, and identifying ways to work more efficiently.

Requirements

• 1+ years of customer-facing work experience
• Support desk experience using a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance
• Light quality assurance experience

Responsibilities

• Provide quick and helpful support to Instrumentl customers, partners and prospects via live chat, phone and video
• Respond professionally, empathetically and promptly to customers to resolve customer issues
• Maintain and contribute to the Instrumentl knowledge base by regularly authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc
• Identify and implement ways to work more efficiently and effectively internally and optimize the customer experience
• Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams

Preferred Qualifications

Background in nonprofit development or fundraising is a plus!

Benefits

• Competitive salary + equity ($55,000 - $65,000/year, depending on experience)
• 100% covered health, dental, and vision insurance for employees, 50% for dependents
• Generous PTO policy, including parental leave
• 401(k)
• Company laptop + stipend to set up your home workstation
• Company retreats for in-person time with your colleagues
• Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success