Customer Success Specialist

Time zone
Anywhere 🌎
Type
Full Time
Opening date
Closing date
30 Nov 2021
Views
202

Raisely powers online fundraising for ambitious charities across the world. We’re a mission-driven remote team, spread across 6 countries and 12 cities.

We’re growing rapidly, but we’re not just any high-growth startup. Here you’ll have the flexibility of working from wherever you’re happy, supported by a passionate, talented team. You’ll use your skills to help charities of all sizes raise money to fund their important work, all while building a well-balanced company that puts values first.

If you’re excited about the challenge of a high-growth startup, and want your work to have a huge impact on the world, then we hope you’ll consider working with us.

A bit about us:

We’re Raisely! We help charities raise money online. Our platform helps charities build fundraising campaigns, run donation appeals, and nurture their supporters. We make it easy to get started and scale-up, without needing technical help.

We started Raisely because charities have been underserved by technology for too long. We set out to change that, and so far we’ve helped raise over $150m.

We’re a team of 20-turning-40 as we rapidly grow our company (and impact). With your help, we’re hoping to raise $1bn in the next few years and rapidly scale out, supporting charities small and large in countries across the world.

Oh and one more thing. We walk this impact talk. We’re a proud B-corp, and purpose is baked into our constitution. We’re carbon neutral, and we’re starting our anti-racism journey to ensure we’re actively undoing centuries of systemic racism.

A bit about the role:

We’re looking for a Customer Success Specialist to join our growing team. We want to find someone passionate about technology, who thrives on building relationships with customers and is passionate about a world that puts people and planet first. If that’s you, we want to meet.

We want you to become a Raisely product expert, and a savvy digital fundraiser. You’ll be a trusted advisor for our customers, working through questions in our support channels, recommending how to improve customer campaigns, and producing high-quality help content (videos and articles).

This is a full-time, permanent role. Raisely is a 100% remote company.

Role: Permanent, full-time (38hrs/week)

Location: Remote (we’ll help you set up your home office!)

Timezone: We’d like at least 3 hours crossover with Australian east-coast business hours (9am – 5pm AEST). No midnight shifts though.

If you worked here over the past few months, you might have:

  • Talked through campaign ideas with an organization via email or zoom
  • Provided a range of technical support to our customers
  • Brainstormed solutions with your team over Slack Huddles
  • Had a virtual lunch with your team each Friday. Or virtual dinner depending on your time zone.
  • Found an opportunity for the team to become more efficient and proposed and executed a project that will help the teamwork smarter not harder
  • Helped write support documentation, making it easier for our customers to learn the platform
  • Participated in our week-long virtual retreat, where you learnt how sneaky your teammates can be in Among Us!
  • Been a vocal advocate for our customers – bringing their feedback right into our product direction

Now about you:

You are:

  • Empathetic – You truly care about helping people. You are able to show customers they are valued and heard through your communication with them.
  • Familiar with basic web coding – You know basic HTML and CSS. We don’t need you to be able to build a page from scratch, but you will need to do things like tweak layouts, change backgrounds and colours, and debug CSS/HTML code. Javascript is a bonus!
  • Proactive – You thrive on finding problems and can’t rest until you solve them. You welcome an environment where you can learn and work independently.
  • A superb communicator – written and verbal. You’re fluent in English with an engaging, conversational, and disarming tone.
  • Patient and resilient – motivated by helping people and comfortable dealing with new and challenging situations.
  • You are not comfortable with the status quo – You’re not in this for a quick dollar; you think the world needs to be better and that technology will get us there.

Benefits:

We hope you’re excited by our unique product offering, our team and what we’re trying to achieve. But, to sweeten the deal, we offer these great benefits:

  • Salary – We try to pay above-average salaries anchored to similar jobs in Sydney, Australia. We’re open to a wide range of experience for this role, and we’d offer AU$66,000-77,000 a year based on experience (inclusive of super for Australian employees).
  • Healthcare – We will contribute up to US$3000 towards health insurance if you live somewhere without a public health system.
  • Ownership – We are focused on building Raisely as a team, so we’ll offer you the chance to be a part-owner of the company with our Employee Share Scheme.
  • Technology – We’ll get you a laptop and screen when you start, plus help you set up your home office.
  • Retreats – Every 6-ish months we fly you somewhere pretty for our team retreats. (Once we’re able to safely again)
  • Annual Leave – Everyone gets 4 weeks paid leave plus 11 days of public holidays, to be taken when you like. Plus, you are entitled to generous paid sick leave.
  • Work remotely – We’re a remote-first company – live and work wherever you’re happiest. We’ll cover a coworking space if you’d like to work there.
  • Flexibility – We’ll work with you to figure out hours that work with you, and we’re flexible when life gets in the way.
  • Training – We’ll support you with time when you want to learn new skills or pay for conference or course tickets.

How to apply:

You’ve got this far! We really want to hear from you. To apply, email [email protected] with your CV and cover letter. Use the subject line “Customer Success Specialist”

In your cover letter, include short answers to the following:

  1. What was it about this job opportunity that made you apply?
  2. We’re sure you’ve worked with a few software products before. What’s an example of a company who provides an incredible experience for their customers, and why?
  3. When you’re working with a customer on a problem, what are the three most important things you always do to ensure they have a great experience? (Explain why you chose them too)
  4. Tell us a bit about your technical skills. How did you go about learning HTML and CSS, and what did you find most challenging?

We know with diversity comes strength. We want Raisely to be a team of many cultures, nationalities, sexualities, gender identities, religious beliefs, abilities, and ideas. We particularly encourage Indigenous people, First Nations, people from culturally and linguistically diverse backgrounds, people with disability, or people without the economic advantage of higher education, to apply for our roles.

Applications are open on a rolling basis, until we find the right person.

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