Lola Blankets is hiring a Customer Support Specialist - Raisely

Lola Blankets is hiring a Customer Support Specialist for Raisely, an all-in-one fundraising platform for nonprofits. As the front-line support, you’ll help customers set up campaigns, troubleshoot issues, provide product expertise, and contribute to improving the product.

What You'll Do

• Reply to questions in the support queue and expertly guide customers creating fundraising campaigns.
• Complete full reviews of campaigns before they go live, spotting errors and improvement opportunities.
• Workshop new features by analyzing customer feedback and presenting it in a feature pitch.
• 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.
• Test beta versions of new features to spot potential issues and ensure a smooth user experience.
• Brainstorm with the team to improve the Raisely customer experience.

What We're Looking For

• Basic web coding knowledge (HTML & CSS).
• Some experience in debugging API, integration & webhook issues.
• Analytical skills and ability to navigate product processes.
• Ability to advocate for improvements and collaborate with engineering and product teams.
• Self-driven quick-learner comfortable picking up product knowledge on the fly.
• Strong communication skills, empathy, and problem-solving abilities.
• Ability to handle a high volume of support tickets while maintaining quality and satisfaction.
• Thrive on solving problems independently and love understanding a problem and digging into it.
• Care about making a difference and have a passion for the nonprofit/fundraising world.

Nice to Have

• 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 Velora, which includes Aplos, Raisely, and Keela. Teams can be merged or dedicated to one specific product. You will report to the Customer Support Manager, VP of Customer Experience.

Benefits & Compensation

• Compensation: $55,000 - $65,000 CAD
• 4 weeks paid leave plus 11 days of public holidays.
• Extra 2 week company holiday for 'end of year shutdown'.
• Paid sick leave and personal days.
• Remote-first flexibility to work at home or around different areas within Canada.
• Ability to 'work-cation' in other countries.
• Support for learning new skills, including conference or course tickets.
• Monthly budget for co-working access.

Work Mode

This is a local-country position in Canada, open to candidates in BC, AB, MB, and ON. The role offers remote-first flexibility.

Lola Blankets 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.