Customer Success Champion (Entry-Level)
Customer Success | Ithaca, NY | Full Time
About our Customer Success Champion (Entry-Level) Position
We are looking for you to bring your experience in customer service and support to GiveGab to go beyond just assisting our clients and help them achieve success. We need someone that lives to provide excellent service, as this position is typically the first and many times, the only, personal interaction the user will have with the product. We also need someone who is technical enough to understand and address product issues, and also a strong communicator. This role requires excellent interpersonal communication skills and reports to the Customer Success Manager. This job is an entry-level, hourly position, with great opportunity for advancement.
This posting is open for rolling applications. We are a growing company and will have many open positions in the coming months! Read more about our recent acquisition.
GiveGab is the Nonprofit Giving Platform, providing a quick and easy way for fundraising professionals to raise money online. Designed for cause-based organizations, community foundations, higher education institutions, and public media outlets, GiveGab offers a complete suite of products and services that have helped over 35,000 nonprofits raise more than $1 billion through everyday giving, campaigns, events, giving days, and more.
Every GiveGab employee works to support our company’s core mission to create more happy nonprofits. We accomplish this by providing our customers with a product they love, helping them engage the supporters they need and being the partner they deserve.
Areas of responsibility:
Work with customers to help them be more effective at fundraising and engaging supporters, resulting in increased donation volume through the platform
Respond effectively to client needs and questions, both technical and non-technical
Deliver professional product demonstrations in person and through video meetings to potential customers
Curate customer feedback about the product and our value proposition and provide that feedback on a regular basis to GiveGab's teams to help continually improve the platform and our offerings
Create product documentation that will help clients achieve success
Monitor web, phone and chat support lines
Build and manage an online, self-service support community
Provide testing and product feedback to GiveGab's product teams
Cater to the needs of our Elevate clients, our premium fundraising consulting service
1+ years experience providing support for fast growing web or mobile products
Flexible schedule that allows for some later nights and weekends during our peak seasons and 24 giving day events (usually just a few key weeks during the year).
Exceptional customer service skills and a desire to provide a truly satisfying customer service experience
Flexibility in a working environment, being able to redirect or change courses in the middle of a task to address the most pressing need
Strong multitasking capabilities to work on many chat conversations, tasks, spreadsheets, and more in a very communication-heavy environment
Comfortable in a small, fast-paced and high-growth start-up environment with a "grace-under-fire" personality when the pressure to deliver is high
Demonstrated problem solving and technical skills
Ability to internalize team needs and self-direct
Excellent verbal, communication, writing, and documentation skills
Positive, supportive, and welcoming attitude for all members of the team
Ability to travel (mostly locally) to meet with our awesome customers
Associates or Bachelors degree
Experience with fundraising in the nonprofit sector
A general understanding of software design and development principles
Some inbound and inside sales experience
Some HTML and CSS knowledge
Why Work for GiveGab:
You will work with a team of smart, funny, and supportive people
You will receive a competitive compensation package with benefits and stock options
You will help thousands of nonprofits further their mission
You will have a say in what we build and how we build it
You can bring your dog