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.
We’re looking for a new member to join our support team.
A bit about the role:
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.
You’ll be responsible for working closely with customers over our email/chat 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 in CSS, or writing 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.
This is a full-time, permanent role. Raisely is a remote company. We’re giving preference to Australian candidates for this role, but it’s open for anyone in a compatible timezone.
HOURS
This role is full-time and permanent. You’ll be expected to do 5 days/38hrs a week while you’re getting up to speed, then within 3 months will be eligible to move to 4 days/30.4hrs as part of our 4 Day Work Week policy.
LOGISTICS
We can employ you in Australia, or engage you as a contractor with equal terms elsewhere.
LOCATION
We are hiring for this role to be based in Australia or New Zealand.
What will you be doing:
Reply to questions in our support queue and expertly guide customers as they create their fundraising campaigns.- Help customers customize their campaigns, such as changing the colors of their donation form using CSS.
- 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 "donuts" with your teammates around the world.
- 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.
- 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.
- Show off your smarts and wit in team trivia while donning fun costumes to keep things lighthearted and fun!
Now about you:
YOU’RE A BRILLIANT WRITER
You love writing. You can break down complex concepts into clear prose. You’re able to relate to your audience, and inject your unique personality into your words. You’re able to quickly provide clear and precise information, and you know how to write with structure when needed.
YOU THRIVE ON SOLVING PROBLEMS
Anyone on our Customer Success team will tell you that no day is the same. You’ve gotta love understanding a problem and digging into it independently. Digital products come naturally to you, and you love playing around with something and getting it to work by yourself.
YOU KNOW SOME BASIC WEB CODING
You know basic HTML and CSS. We don’t need you to be able to build a page from scratch, but you will need to do things like tweak layouts, change backgrounds and colours, and debug CSS/HTML code. Javascript is a bonus!
YOU’RE EMPATHETIC
You’ll spend every day speaking to passionate people, helping them create campaigns with a substantial impact in the world. For many of our customers, it’s their first time doing something like this. You’ve gotta lean on your empathy to understand their goals, and support them in a way that will work for their unique situation.
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!
YOU’VE WORKED ON RAISELY BEFORE
To help lessen the learning curve, having experience using Raisely at a not-for-profit is a definite plus!
Ok, and why work with us?
In your first week with us, you’ll be a part of helping vetted charities raise 2.5 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, equality.
If you need more convincing, here’s the rest of it:
Salary – We try to pay above-average salaries anchored to similar jobs in Sydney, Australia. We’re open to a wide range of experience for this role, and we’d offer AU$66,000-77,000 a year based on experience (inclusive of super for Australian employees).
Work-life Balance – 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.
Technology – The usuals. We’ll get you a laptop and screen when you start, plus help you set up your home office.
✈️ Retreats – Every year we fly you somewhere pretty for our team retreats.
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.
- Flexibility – We’ll work with you to figure out hours that work with you, and we’re flexible when life gets in the way.
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 with time when you want to learn new skills or pay for conference or course tickets.
HOW TO APPLY:
You’ve got this far! We really want to hear from you. To apply, email jobs@raisely.com with your CV and cover letter. Use the subject line “Customer Success Specialist”
In your cover letter, include short answers to the following:
- What was it about this job opportunity that made you apply?
- We’re sure you’ve worked with a few software products before. What’s an example of a company who provides an incredible experience for their customers, and why?
- When you’re working with a customer on a problem, what are the three most important things you always do to ensure they have a great experience? (Explain why you chose them too)
- Do you have any additional skills or experiences that you think would be valuable for this role, such as language proficiency, technical expertise, or previous fundraising or nonprofit experience?
Applications are open 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.
Ready to apply?
Email your CV/LinkedIn and a note introducing yourself to jobs@raisely.com.
