Description
Raisely helps nonprofits across the world bring their fundraising ideas to life. We’re a purpose-driven remote team, spread across 7 countries and 17 cities.
Raisely’s Customer Success Specialists are our phenomenal front-line support team for our customers. They are product experts who understand best-practice fundraising, and how to bring a campaign to life on our platform.
About the role
You’ll be responsible for working closely with customers over our email support channels. On any single day you will be helping a charity set up a campaign, troubleshooting an issue you’ve found, tweaking the design of a page using CSS, or helping write clear and helpful documentation for our customers to find and use.
Beyond the day-to-day, you’ll play a pivotal role in improving Raisely. You’ll regularly bring customer feedback into our product roadmap, and partner with our engineering team as new features are built. You’ll have opportunities to share your expertise on webinars, our blog, and in best-practice guides and videos, as well as have opportunities to work with the rest of the team on our quarterly goals.
We’re on a mission to create the world’s first unified cloud platform for nonprofits. We empower nonprofits to connect with supporters, build impactful fundraising campaigns, and drive contributions to meaningful causes.
We’re a remote, mission-driven team spanning the globe, passionate about empowering nonprofits to amplify their impact. We value curiosity, collaboration, and creativity, leaving egos at the door while working toward innovative solutions for world-changing customers.
By joining our team, you’ll not only get to deepen your skills but save lives, save our climate, and support the most vulnerable people in our society.
Hours
This role is full-time and is a permanent role. You’ll be expected to do 5 days/38hrs a week while you’re getting up to speed.
Logistics
We are looking to hire someone living and able to work in Australia, preferably based in Eastern Australia (UTC +10 or nearby). This is a fully remote role.
Location
We are considering candidates who are open to working in a similar timezone to Western Australia (UTC+8). You don’t have to be based in WA, but if your preferred working hours align with this timezone, please get in touch.
What will you be doing?
Here are some things that you might tackle in your first few months. Importantly, we’ll be here to support you along the way.
- 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.