Customer Support Specialist

Rate of pay: $30 per hour
Hours: 8-10 hours per week, with the potential to increase
Reports to: Sr. Project Manager, Customer Success

Applications will be reviewed on a rolling basis until the position is filled.

The News Revenue Hub is a mission-driven organization that builds software and offers consulting to help news organizations grow their revenue by collecting voluntary reader contributions. Our products include News Revenue Engine, an all-in-one contribution management platform, as well as RevEngine’s proprietary integrations with Salesforce, a CRM, and the email marketing platform Mailchimp. 

The Hub’s customer support specialists interact directly with the hundreds of news organizations that rely on our software to raise revenue from their audiences. They have a deep understanding of our users’ needs and challenges, and a desire to provide them with the best possible experience on our tools. 

Job responsibilities include:

• Customer support 
  • Use our customer service management system, Jira, to field and manage customer support requests. Serve as first point of contact on our service desk during weekends and holidays, working to quickly and completely resolve customer issues
  • Triage and reassign tickets to internal subject matter experts when necessary, providing the customer with proactive updates and advocating for them internally to see that their issue is resolved
  • Translate customer pain points into actionable data by documenting bugs and user stories 
  • Ensure that common inquiries and their responses are documented in our knowledge base 
  • Contribute to existing documentation; rewrite it when it’s unclear, adding details or making it more engaging when needed.
• Provide prompt and professional support to customers and clients using News Revenue Hub’s proprietary software products
• Product support
  • Follow best practices to evaluate suspicious payments and promptly approve or deny them.
  • Develop an understanding of our fraud rules to provide support to RevEngine users and their contributors when they inquire about flagged payments
• Manage the RevEngine quarantine queue and vet contributions made on our platform that have been flagged for potential fraud. 
• Services
  • Build and test Mailchimp campaigns and automations
  • Create Salesforce reports for fundraising campaign analysis 
  • Become an expert on RevEngine, our contribution management platform, to help users publish and optimize their contribution pages, manage their data and understand differences between our free and paid tiers
• Build proficiency on our integrated platforms to help customers execute tasks that leverage donor data

This role might be for you if you:

• Have at least one year of customer service experience
• Have experience with SaaS customer service
• Are familiar with the tools we use (including Salesforce, Mailchimp, Jira)
• Are a strong communicator who works well independently and in a fully remote environment

Even if you don't fit all of these criteria, we welcome your application to learn more about you and the potential fit.