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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 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, like you, 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.

 

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

Requirements:

  • 1+ years experience providing support for fast growing web or mobile products

  • 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

Bonus Points:

  • 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

Everyone at GiveGab plays an integral role in product development. You will be involved in daily standups, weekly iteration planning, feature conceptualization, design, and testing.  You will have an immediate impact!

This position is based in Ithaca, NY near the Ithaca Commons.  We offer a competitive compensation package including benefits and stock options.