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Customer Success Rep (Entry-Level)

Customer Success | Ithaca, NY | Full Time

Job Description

About our Customer Success Rep (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 a great opportunity for advancement. 

About GiveGab

GiveGab, the Nonprofit Giving Platform, is an online fundraising and supporter engagement tool designed exclusively for nonprofit leaders.

We aim to help nonprofit administrators feel successful on the job by providing a simple, easy-to-use platform for you to engage your supporters and raise funds online.

In 2011, GiveGab began as a social platform to help nonprofits and volunteers connect. Working closely with nonprofits for 3 years, we realized that organizations were looking for new innovative ways to acquire supporters and engage them effectively to align with their mission. A crucial piece to fulfilling this synergistic relationship is fundraising.

What will I be doing?

  • Work with customers to help them be more effective at fundraising and engaging supporters

  • Communicating efficiently and effectively with our customers for both tech support ("I need to upload a photo") and fundraising strategy ("What's peer-to-peer fundraising?")- we use a chat service, Intercom, to do most of our support, but you'll also be talking to customers on the phone every now and then
  • Ensure organizations are registered with the necessary agencies (IRS, any state requirements, etc), and educating nonprofits about these requirements

  • Become an encyclopedia of knowledge about how GiveGab works and what it is capable of, thinking up creative solutions for unique customer requests

  • Being the one responsible, along with the rest of the Customer Success team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
  • Create effective and clear product documentation that will help clients achieve success through an online, self-service support community

  • Working directly with product teams to identify current issues and offer informed opinions on potential solutions
  • Cater to the needs of our Elevate clients, our premium fundraising consulting service

What skills do I need?

  • A genuine enjoyment and understanding of technology and internet culture

  • The ability to explain complex solutions and ideas in a simple and concise manner

  • 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

  • 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

  • Ability to internalize team needs and self-direct, taking on projects with little to no guidance and delivering on them

  • 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

  • Excellent with Google Docs, Sheets, Slides

Bonus Points

  • Experience with fundraising in the nonprofit sector

  • Experience with creating and improving processes

  • A general understanding of software design and development principles

  • Some inbound and inside sales experience

  • Some HTML and CSS knowledge

  • Familiar with programs such as Intercom, Customer.io, and Stripe

What's GiveGab's office like?

Check out our team to learn more about our office! We're dog-friendly, bike friendly, play games, and have prank wars. We're also a very open office, working in groups rather than secluded cubicles. We collaborate daily across teams and within teams, working together to make sure our nonprofits are successful. 

When will I be working?

We help our nonprofits on their time all across the country, so our support is from 8AM - 8PM, Monday through Friday, so the willingness to work an untraditional schedule (12-8PM) is preferred. Some late nights, early mornings, and weekends will be required during our busy seasons.

This position is based in Ithaca, NY near the Ithaca Commons.  We offer a competitive compensation package including:

  • Medical, Dental, and Vision
  • 401K 
  • Flexible vacation time
  • Stock Options