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Customer Success Specialist

Raisely · Feb 16th 2021

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Headquarters: Australia URL:

Customer Success Specialist

Remote, Full-time. Based in Australia.

Raisely powers online fundraising for ambitious charities across the world. We’re a mission-driven remote team, spread across 5 countries and 7 cities.

We’re growing rapidly, but we’re not just any high-growth startup. Here you’ll have the flexibility of working from wherever you’re happy, supported by a passionate, talented team. You’ll use your skills to help charities of all sizes raise money to fund their important work, all while building a well-balanced company that puts values first.

If you’re excited about the challenge of a high-growth startup, and want your work to have a huge impact on the world, then we hope you’ll consider working with us.

A bit about us

We’re Raisely! We help charities raise money online. Our platform helps charities build fundraising campaigns, run donation appeals, and nurture their supporters. We make it easy to get started and scale-up, without needing technical help.

We started Raisely because charities have been underserved by technology for too long. We set out to change that, and so far we’ve helped raise over $100m.

We’re a team of 13-turning-20 as we rapidly grow our company (and impact). With your help, we’re hoping to raise $1bn in the next few years and rapidly scale out, supporting charities small and large in countries across the world.

Oh and one more thing. We walk this impact talk. We’re a proud B-corp, and purpose is baked into our constitution. We’re carbon neutral, and we’re starting our anti-racism journey to ensure we’re actively undoing centuries of systemic racism.

A bit about you

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.

Role: Permanent, full-time (38hrs/week) Location: Remote (we’ll help you set up your home office!) Timezone: Australia/New Zealand

If you worked here over the past few months, you might have:

  • Replied to questions in our support queue, quickly and expertly guiding our customers as they create their fundraising campaigns.
  • Helped a customer change the colours of their donation form with CSS.
  • Completed a full review of a campaign before the site went live, spotting little errors and opportunities to improve.
  • Participated in our week-long virtual retreat, where you learnt how sneaky your teammates can be in Among Us!
  • Workshopped a new feature with your peers, analysing customer feedback and presenting it clearly in a feature pitch.
  • Had a bunch of fortnightly “donut” chats with others on the team
  • Written a new help doc on how to set up email journeys in Raisely.
  • Troubleshooted an issue a customer found, logged the bug and followed up with the engineering team.
  • Tested the beta version of the new template we’re working on, spotted things you knew customers would have trouble with once it was launched.
  • Brainstormed ways to improve our customer experience with the rest of your team.
  • Beat your teammates in trivia while wearing an elf costume.

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!

Ok, and why work with us?

You spend nearly 2000 hours of your life at work, each year. That’s a huge commitment, so we can promise that every hour you’re spending with Raisely, you’re making the world a better place. Pretty great perk, hey?

Plus, the more you help us grow, the bigger our impact gets. And by that we’re talking hundreds of millions of dollars big.

Working at Raisely is unique. If you have a great idea, we’ll help you make it happen. You’ll be a valued partner in building an incredible company to work at.

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

💵 Salary – We try to pay above-average salaries benchmarked against roles in Sydney, Australia. This role pays AU$66,000-$77,000 a year based on experience (including super)

📈 Ownership – We are focussed on building Raisely as a team, so we’ll offer you the chance to be a part-owner of the company with our Employee Share Scheme

💻 Technology – We’ll get you a laptop and screen when you start, plus help you set up your home office.

✈️ Retreats – Every 6-ish months we fly you somewhere pretty for our team retreats. (Once we’re able to safely again)

🗺 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 co-working space if you’d like to work there.

Flexibility – Adjust your hours as you need, within the window set above.

🤷 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:

  1. What was it about this job opportunity that made you apply?
  2. 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?
  3. 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)
  4. Tell us a bit about your technical skills. How did you go about learning HTML and CSS, and what did you find most challenging?

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 disability, or people without the economic advantage of higher education, to apply for our roles.

Applications are open until 9am AEST, Monday March 8 (may be extended).

To apply:

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