Remote Support Manager | Team Leader

Job Overview

We are a premier fundraising platform committed to empowering nonprofit organizations in their mission to enhance fundraising efforts and manage donor relations effectively. Since our establishment in 2014, we have enabled over 80,000 organizations worldwide to generate in excess of $2 billion in donations. Our robust and diverse team of 120 members, operating across 16+ states and 23+ countries, is a testament to our commitment to growth and profitability.

Key Responsibilities

• Lead the exceptional Support team to ensure customers receive unparalleled service.
• Ensure timely resolutions for customer inquiries, providing outstanding support to both existing and prospective clients.
• Train and onboard new support agents, promoting a culture of continuous improvement.
• Evaluate and monitor support agents’ performance, offering constructive feedback and coaching.
• Analyze customer support trends to propose enhancements to our processes.
• Leverage customer feedback to guide product development initiatives.
• Maintain and improve tracking systems for customer satisfaction and performance metrics.
• Foster a collaborative and team-oriented work environment.
  
  

Required Skills

• A minimum of 3 years of management experience in customer support.
• Proficient in the use of customer support software and systems.
• Strong leadership and organizational capabilities.
• Excellent written and verbal communication skills.
• Expertise in metric-based reporting and data analysis.
• Strong analytical and problem-solving abilities to effectively address customer support issues.
• A customer-first orientation focused on delivering superior service.
• Ability to inspire, mentor, and lead a dynamic support team.
• Collaborative mindset with a dedication to teamwork.
  
  

Qualifications

• A minimum of 3 years of management experience in customer support is required.
• Proficiency in customer support software and systems is essential.
• A relevant degree or equivalent experience is preferred but not mandatory.
  
  

Career Growth Opportunities

By joining our team, you will have the opportunity to advance your professional development through hands-on training, mentorship, and ongoing feedback.

Company Culture and Values

We pride ourselves on a culture that emphasizes empowerment, teamwork, and continuous improvement. Our commitment to providing top-tier service is matched by our dedication to nurturing a supportive and collaborative environment.

Compensation And Benefits

• Fully remote position available to candidates based in the East Coast of Canada/US, Latin America, Africa, or Europe.
• Salary range: \(45,000 - \)85,000 USD per annum, depending on experience and location.
• Eligibility for an employee equity plan (stock options).
• Up to $1,500 reimbursement for home office expenses.
• Health insurance premium reimbursements for international employees, covering up to 75% for you and your family.
• For Canada/US employees: Comprehensive health insurance plan, including medical, dental, vision, and life coverage.
• 401(k) retirement plan with employer matching of up to 4% for US employees.
• Generous paid time off policy, featuring 21 days of vacation (including your birthday 🎉), 8 holidays of your choice, and 2 paid volunteer days.
• Access to a wellness program that offers fitness and mindfulness classes.
  
  

If you are excited about leading a dedicated Support team and providing exceptional service to our customers, we encourage you to apply today!

Employment Type: Full-Time