Customer Success Specialist

March 3

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Raisely

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Raisely is a free digital fundraising platform designed for ambitious charities seeking to enhance their online fundraising efforts. With a focus on creating seamless giving experiences, Raisely provides a comprehensive suite of tools that includes conversion-optimised donation forms, peer-to-peer fundraising capabilities, ticket sales integration, and more. This platform enables charities to build high-performing fundraising campaigns, engage more deeply with donors, and maximize their impact. Raisely sets itself apart by being mission-locked, a certified B-Corp, and carbon neutral, supporting initiatives that promote social and environmental well-being. Over 3500 charities trust Raisely for their fundraising needs, benefiting from its user-friendly design and exceptional customer support.

Digital Fundraising • Campaign Development • Donor Communications • Charity Websites • Marketing Automation

11 - 50 employees

🤲 Charity

🤝 Non-profit

☁️ SaaS

📋 Description

• Raisely helps nonprofits across the world bring their fundraising ideas to life. • 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. • 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. • 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. • We are looking to hire someone living and able to work in Australia, preferably based in Eastern Australia (UTC +10 or nearby).

🎯 Requirements

• You’re technical & product-minded for our customers • You have basic web coding knowledge (HTML & CSS), some experience in debugging API, integration & webhook issues, analytical skills, and the ability to navigate product processes, advocate for improvements, and collaborate with engineering and product teams. • You're an empathetic communicator • You have strong communication skills, empathy, and problem-solving abilities and can handle a high volume of support tickets while maintaining quality and customer satisfaction. You will inject your unique personality into your words within the support queue and you’ll spend every day speaking to passionate people, helping them create campaigns with a substantial impact in the world. For many of our customers, it’s their first time doing something like this. You’ll lean on your empathy to understand their goals, and support them in a way that will work for their unique situation. • You thrive on solving problems • Anyone on our Customer Success team will tell you that no day is the same. You’ve got to love understanding a problem and digging into it independently. Digital products come naturally to you, and you love playing around with something and getting it to work by yourself. • You care about making a difference • Yeah, we’re all here because we want to make the world better (and by that we mean a carbon-neutral utopia with world peace and just laws, where all people are treated the same with equal opportunity to thrive). So you’ve got to want that too! Bonus points if you know a little bit about the fundraising world.

🏖️ Benefits

• Salary – We benchmark salaries based on similar roles in Sydney, Australia. This role will pay between $70-75k + super depending on your experience. • Flexible Hours – Working here is about getting your work done, not clocking hours. We’ll work with you to figure out hours that work with you, and we’re flexible when life gets in the way. • Technology – The usuals. We’ll get you a laptop and screen when you start, plus help you set up your home office. • Annual Leave – Everyone gets 4 weeks paid leave plus 11 days of public holidays, to be taken when you like, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave. • Work remotely – We’re a remote-first company - live and work wherever you’re happiest. • Calm Company – ⅓ of us are parents, another ⅓ are parents to fur babies, and the other ⅓, well, they have lives too, so we strive to respect each others personal time. • Training – We’ll support you when you want to learn new skills or pay for conference or course tickets.