Customer Success Specialist (North America)

Raisely helps nonprofits across the world bring their fundraising ideas to life. We’re a purpose-driven remote team, spread across 7 countries and 17 cities. 

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.

About the role

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 team tactics. 

Like all roles at Raisely, you should be an excellent communicator, believe in the values behind our customer screen, and leave your ego at the door (amplifying others is one of our 3 core values).

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.

Hours

This role is full-time and permanent role. You’ll be expected to do 5 days/38hrs a week while you’re getting up to speed, then at around 3 months, will be eligible to move to 4 days/30.4hrs as part of our 4 Day Work Week policy.

Logistics

We can engage you as a contractor with equal terms to employment.

Location

Raisely is a remote company (we’ll help you set up your home office or chip in towards a coworking space) but we’re hiring for this role to be based in North America.

As part of an Australian team, we dedicate Thursday mornings AEST to team meetings, which would require you to work Wednesday evenings. 

What will you be doing?

Here are some things that you might tackle in your first few months. Importantly, we’ll be here to support you along the way.

• Reply to questions in our support queue and expertly guide customers as they create their fundraising campaigns. After your first three months, there will be an opportunity to take 1:1 calls with our customers who book through an initiative called Expert Chats.
• Complete full reviews of campaigns before they go live, spotting little errors and opportunities to improve.
• Take part in company-wide virtual retreats and team bonding activities, like Exploding Kittens tournaments or Dutch cookie-making zooms.
• Workshop new features with your peers, analyzing customer feedback and presenting it clearly in a feature pitch.
• Enjoy biweekly virtual coffees with your teammates around the world.
• Help craft helpful and easy-to-follow documentation to guide users on Raisely.
• Solve issues reported by our users, log bugs, and follow up with the engineering team to fix them quickly, as well as test beta versions of new features to spot potential issues and ensure our users have a smooth experience.
• Brainstorm with the team to find ways to make the Raisely customer experience even more amazing.
• Manage key accounts across North American timezones to help contribute to Raisely’s retained revenue goal.

Requirements

What we’re looking for

You’re a brilliant writer

You have a way with words. You can take complex ideas and make them accessible and engaging. You understand your audience and can inject your unique personality into everything you write. Whether it’s crafting a detailed guide or a quick response, your writing is always clear, structured, and precise.

You thrive on solving problems

No two days are the same on our Customer Success team. You love diving into challenges, figuring things out independently, and finding solutions. Digital products come naturally to you, and you enjoy tinkering with tools and features until everything clicks into place. You'll also be jumping on calls with key accounts across North American time zones and participating in our Expert Chats, a call support initiative. Helping organizations get the most out of their campaigns is something you're passionate about.

You know some basic web coding

You’re comfortable with HTML and CSS. While we don’t expect you to build a webpage from scratch, you should be able to tweak layouts, change backgrounds and colors, and debug CSS/HTML issues. Bonus points if you know a bit of JavaScript!

You’re empathetic

You’ll be speaking with passionate people every day, helping them create impactful campaigns. For many, it’s their first time doing something like this, so you’ll need to understand their goals and support them in a way that fits their unique needs. Your empathy will be key in guiding them through the process.

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 gotta want that too!

Benefits

Ok, and why work with us?

In your first week with us, you’ll be a part of helping vetted charities raise 650 million+ dollars for everything from responding to crisis to curing cancer. 

So we can make this happen, we’ve made working here different. You’d be joining a fully remote, global team of compassionate, generous experts – from engineering to sales. We’re async, avoid busywork and keep meetings to a minimum. We work 4 days a week, for full-time pay, and full-time productivity. Once you’re up to speed, a regular week here is 32 hours.

Working at Raisely is unique. You’ll be able to build a product that supports people working on the things that matter: health, climate justice, human rights, and equality.

If you needed more convincing, here’s the rest of it:

💵 Pay – We benchmark pay based on similar roles in Sydney, Australia. This role will pay between $73 - $83k AUD per yeardepending on your experience.

⏰ 4 Day Week & Flexible Hours – Working here is about getting your work done, not clocking hours. You’ll be eligible to work a 4 Day Week at full pay once you’re past onboarding. 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.

✈️ ‘In-Person’ Retreats – Every 12 to 18 months we fly you somewhere pretty for our team retreats. Our last one was in the Hunter Valley, NSW, Australia!

🗺 Annual Leave – Everyone gets 4 weeks paid leave plus 11 days of public holidays, to be taken when you like. Plus, you are entitled to generous paid sick leave.

🌴 Work remotely – We’re a remote-first company - live and work wherever you’re happiest. We’ll cover a coworking space if you’d like to work there.

😌 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.

Interview Process:

We want to make this process as transparent to you as possible so that you know what to expect. We want to make sure that we are respecting your time so we’ve tried to make the interview process straightforward. Here is our current interview format

• 30-Minute Phone Screen
  You’ll have a quick call with our Customer Success Lead to discuss your experience, your interest in the role, and to get a sense of your fit with our team.
• 2-Hour Writing Assessment
  Since writing is a crucial part of this role, we’ve designed a writing assessment to give you a taste of the kind of work you’ll be doing. You’ll receive 10 sample questions that could come through our support inbox and we’ll assess how you craft your responses.
• 1-Hour Panel Interview
  You’ll meet with a few team members you might be working with to discuss your approach, problem-solving skills, and how you align with our values. This is also your opportunity to ask questions and get a feel for our team dynamic.

How to apply:

You’ve gotten this far! We really want to hear from you. Instead of having you guess what we might want to see on a cover letter, the application includes some questions we’re keen to know about you. You can still include a cover letter if you wish to highlight other things not on your resume, but it is definitely not required.

We are accepting applications on a rolling basis until we find the right person.

We know with diversity comes strength. We want Raisely to be a team of many cultures, nationalities, sexualities, gender identities, religious beliefs, abilities, and ideas. We particularly encourage Indigenous people, First Nations, people from culturally and linguistically diverse backgrounds, people with disabilities, or people without the economic advantage of higher education, to apply for our roles.