Scarpel Telecom is hiring a Customer Support Specialist for Raisely, our all-in-one fundraising platform designed for nonprofits. You will provide front-line support to help customers set up campaigns, troubleshoot issues, and contribute directly to product improvement. This is a fully remote, full-time role based in Australia.
What You'll Do
- Reply to questions in the support queue and expertly guide customers as they create their fundraising campaigns.
- After three months, take 1:1 calls with customers through Expert Chats.
- Complete full reviews of campaigns before they go live, spotting errors and opportunities to improve.
- Workshop new features by analyzing customer feedback and presenting it clearly in a feature pitch.
- Help craft helpful and easy-to-follow documentation to guide users on Raisely.
- Solve issues reported by users, log bugs, and follow up with the engineering team to fix them quickly.
- Test beta versions of new features to spot potential issues and ensure a smooth user experience.
- Brainstorm with the team to find ways to improve the overall Raisely customer experience.
What We're Looking For
- Basic web coding knowledge in HTML & CSS.
- Some experience in debugging API, integration & webhook issues.
- Analytical skills and the ability to navigate product processes.
- Ability to advocate for improvements and collaborate with engineering and product teams.
- Strong communication skills, empathy, and problem-solving abilities.
- Ability to handle a high volume of support tickets while maintaining quality and customer satisfaction.
- Thrive on solving problems independently and enjoy exploring digital products.
- Care about making a difference and want to help nonprofits succeed.
Nice to Have
- Living and able to work in Australia, preferably based in Eastern Australia (UTC +10 or nearby).
- Knowledge about the fundraising world.
Technical Stack
- HTML
- CSS
Team & Environment
You'll join a remote team spread across 7 countries and 17 cities, as part of the Customer Success team, partnering closely with engineering and product teams.
Benefits & Compensation
- Salary range: $60,000 - $70,000 AUD + Super.
- 4 weeks paid leave plus 11 days of public holidays, to be taken when you like.
- An extra 2 week company holiday during an 'end of year shutdown'.
- Generous paid sick leave.
- Remote-first company with flexibility to work from home or around Australia.
- Ability to 'work-cation' in other countries.
- Support for learning new skills or paying for conference or course tickets.
Work Mode
This is a fully remote, full-time role based in Australia.
Scarpel Telecom provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
