Product Support Generalist I

Summary

Join Classy's Customer Care Team as a Product Support Generalist! You'll be a critical part of helping nonprofits utilize our platform, providing product education and technical assistance. This role involves answering customer questions via various channels, troubleshooting issues, and collaborating with internal teams. You'll need strong communication, organizational, and emotional intelligence skills, along with a mission-driven mindset. The ideal candidate is process-oriented, thrives in a team environment, and proactively identifies opportunities for improvement. Classy offers competitive benefits, including comprehensive healthcare, generous parental leave, and opportunities for growth.

Requirements

• Exceptional oral and written communication. Must communicate effectively across phone, email, chat and social channels
• World-class organizational skills. Thrive in a world where you’ll balance customer questions and complex assignments with many moving parts
• Strong emotional intelligence. You can read each customer, empathize with their unique challenge and adapt to deliver world-class experiences
• Extremely process-oriented. You’re resourceful when a process or an answer doesn’t exist
• You do your best work as part of a team. You thrive in highly-matrixed environment and live for working with your teammates, customer success, product management and development
• Mission-driven mindset. You want a job with purpose and serve customers who are building a better world for us all
• Dream BIG and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious
• Proactively uncover opportunities. You can identify trends, investigate anomalies and present recommendations to leadership and your cross-functional partners
• Customer service experience. You are energized every morning when you wake up, knowing you get to help nonprofits that solve a wide range of issues

Responsibilities

• Use strong customer empathy to inspire nonprofits and build long-lasting relationships
• Answer questions from a wide-range of nonprofits and internal teams about Classy products and services, including “How do I?” questions, technical troubleshooting and account related inquiries.This will primarily be via chat and email, with frequent phone/video calls
• Solve complex customer problems FAST by collaborating across Classy teams
• Become an expert on a state-of-the-art SaaS solution and how nonprofits use it to fundraise
• Work as part of a team to deliver shared goals while also thriving autonomously
• Improve processes, systems and customer interactions through aggressive innovation
• Serve as the voice of our customers by passing along critical insights to our product team

Preferred Qualifications

• Experience working with nonprofits. If you already have a deep understanding of the unique challenges nonprofits face, we want to hear from you
• CRM experience . Knowledge of CRM/Ticketing systems with rigorous tracking
• Basic HTML/CSS knowledge. Basic skills in HTML and CSS can be useful for formatting emails, troubleshooting issues in communication platforms, or resolving issues with website forms
• Understanding of Remote Work tools. Understanding tools like Slack, Zoom, and project management systems is helpful

Benefits

• Competitive Benefits : Enjoy competitive pay and comprehensive healthcare benefits
• Holistic Support : Enjoy financial assistance for things like hybrid work, family planning, and commuting, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being
• Growth Opportunities : Participate in learning, development, and recognition programs to help you thrive and grow