Client Success/Customer-Facing Onboarding Support

Job Description

In this role, you will be in daily contact with leading nonprofit organizations located mainly in the United States.  We’re looking to hire candidates who have a strong academic background and have experience in customer service, onboarding clients, and managing client relationships. We are also looking for people who are interested in the nonprofit sector, are outgoing and personable, and have a desire to help organizations best leverage software to raise more money for their cause.

The ideal candidate is a fast learner and comfortable taking ownership of the client’s success using Double the Donation tools effectively. Success in this role is driven by a genuine passion for making a difference and a willingness to support our clients. This candidate must be excited to speak with nonprofit staff over Zoom video calls, demonstrate how our solution can generate more revenue for their organizations, and work through any barriers.

In this role, you will:

• Provide a professional and great experience for customers
  

• Provide exceptional customer service via email and conference call by answering questions, troubleshooting issues, provide recommendations, and resolving concerns promptly
  

• Schedule and lead daily Zoom calls with customers
  

• Operate as the lead point of contact for all matters specific to customers assigned to you
  

• Play an active role in solving customer requests, issues, and training
  

• Work through any delays or obstacles that may pop up to ensure clients are successfully set up
  

• Proactively identify and address potential roadblocks to customer success.
  

• Gather customer feedback and suggest improvements to enhance the onboarding process.
  

• Work with multiple teams during the day to provide a great customer experience and expand the success they see with the product. 
  

Wages

• Hourly compensation (Before any fees you pay for wire transfers and currency conversions):
  - Base - $10.00 USD
  - Additional $.25 USD/hour as a company contribution to go towards your own health insurance costs
  - Additional $.25 USD/hour as a company contribution to go towards any additional insurance/benefits that you buy on your own

• Target 42.5 billable hours per week
  

• The total hourly rate paid ends up being $10.50/hour. Additionally, you accrue Life Leave which can optionally be cashed in each year adding to your earnings (Approx. $800-$1,000 per year.)
  

Meet the Team

We currently have 40+ team members members who live in the Philippines who have been fantastic team members and we’re excited to add new team members to this new role!  Meet our PH Team Members

Application Process

• Apply here. *You should include a customized cover*
  
• Our hiring process is intentionally tough and time-consuming.
  
• Select candidates will be invited to complete a one-way video interview and an initial screening interview.
  
• Once you passed the initial screening, a number of online assessments testing your critical thinking, and English skills will be sent.
  
• Select candidates will be invited to an hour-long Zoom interview with the President of the company.
  

Requirements

Requirements

Location

• This is a work-from-home setup. 
  

• You would work during US EST Hours (Approx. 8 or 9 am to 5 or 6 pm EST)
  

What Makes a Strong Candidate

• Based in the Philippines with consistent availability for a long-term role.
  

• Highly organized and outstanding organizational ability
  

• A team player who can has a willingness to learn and grow at a fast-pace
  

• Exceptional English verbal and written communication skills
  

• Strong academic background who graduated with an outstanding General Weighted Average
  

• Individuals who graduate with a major that could be a good fit including Communications, Business Ad, Public Relations, Journalism, English, Public Administration, or other Liberal Arts degrees
  

As a small growing business, there are a few traits unique to our business that individuals should consider before applying.

• You must love the idea of giving back to the community and nonprofits. There are thousands of jobs. If being involved in the success of nonprofits is something you’re truly passionate about, this could be a great role.
  

• You must be extremely comfortable with change. As a small growing company, decisions can be made over a weekend and fully implemented by early the next week. Whether that’s new systems, new processes, or new approaches, we look for individuals who can adapt and thrive.
  

• You must believe that the best contributors should get better rewards. As a company, we believe in paying people based on the value they generate at the business.
  

• You must be willing to disagree and commit. As a growing business, there will be lots of decisions that get made and changes that occur during your time at the company. Some of which you’ll agree with and some you won’t, we strongly believe that the best team members have the ability to disagree and commit (i.e., going with a decision after it has been made regardless of whether or not you agree).
  

• You must believe the status quo is unacceptable. As a growing company and as individuals, we believe the status quo is unacceptable. Everyone should be relentless in striving to be the best version of themselves and figure out ways to create more value at the company, enhance our client's results, and grow professionally. The question should always be “How can I be better” rather than “How can expectations be adjusted”.
  

We also need you to:

• Be able to work independently and have a proven ability to work in a fast-paced environment
  

• Have excellent written & verbal communication skills
  

• Have a demonstrated ability to learn new things quickly and think on your feet
  

• Can work through obstacles and challenges
  

• Be highly organized with strong time management skills
  

• Be results driven and goal-oriented
  

Benefits

Benefits

Paid vacation time

• 20 days accrued annually
  

• These paid days off each equate to 8.0 hours of billable time.
  

• Expect to use 5 of the days during the Christmas – New Year’s period.
  

Paid sick time

• 5 sick days off annually
  

Paid life leave*

• 15 days accrued annually.
  

• Once per year in December, you can cash out any accrued life leave time. Every 5 days your cash out is worth about $300.
  

*Life Leave allows team members to use their holidays as it’s meant to be – a break – whilst knowing they’ve got the breathing space to tap into extra leave for the planned and unplanned life moments. 

Example Life Leave scenarios include:

• Settling in a new pet
  

• Moving houses
  

• Having a child
  

• Adoption
  

• Mental health days
  

• Family caregiving needs
  

• Having major surgery
  

• Taking a multi-week extended vacation
  

• Making the final preparations for a wedding.
  

Paid holidays

• You have 7 paid US holidays.
  

Additional benefits

• Bereavement Policy
  

• Employee Giving Programs (Matching Gift Program, Volunteer Grant Program, etc)