Customer Success Specialist: A full-time role with the Auctria.com
Auctria is a software-as-a-service platform supporting non-profit groups of all sizes. We have helped raise over $1 billion since 2011. Our focus is on fundraising events and the activities surrounding them. We are a Canadian company with a remote team distributed across North America... and we're growing!
Role Description
Our customer success team is responsible for both inbound customer support (chat and email) and our consulting service which requires meeting with groups (virtually) to help set up their events in the system. New team members would be expected to be proactive and contribute on a highly collaborative team and gain a deep understanding of our product. As a customer success specialist, you will be helping various fundraising organizations, from the single person ‘teams’ to chapters of national nonprofits and everyone in between. Many types of organizations use Auctria for many different events; we help them all.
Key Responsibilities Include:
- Provide solutions to questions and address customer concerns while always recognizing the immediacy and prioritizing these issues
- Serve as the customer's trusted Auctria advisor, drive value and forge relationships with key contacts
- Conduct scheduled video calls with customer teams during the project lifecycle. These would range from a discovery call to learn about the project, to training calls to teach customer teams what they need to know for a successful event.
- Identify barriers to success & proactively monitor, escalate, and solve platform-specific problems for the customer
- Respond to customer support questions via email and chat
Other Contributions
- Contribute to the development of internal processes and best practices
- Help with team projects
Qualified Candidates Must:
- Demonstrate exceptional attention to detail, process orientation & ability to communicate effectively both verbally and in writing
- Previous experience in a customer service/support environment and/or nonprofit experience
- Technically savvy and can pick up new technology quickly
- Have high-speed internet and a quiet place to work from
- Be comfortable using Excel for working with tables of data
- Be aware of the basics of web design to set up event websites in our custom website editor
- Have a record of consistently meeting and/or exceeding goals
- Be proactive and work well independently with exceptional time management skills
- All applicants must be able to work in Canada legally and reside in Canada.
- Strong proficiency in reading, writing, and speaking English is mandatory.
Preferred Candidates Will:
- Experience working remotely with a distributed team
- Experience providing technical support to non-technically adept users
- Contribute to team development and consistently evaluate opportunities for improvement
- Experience with Zoom, Slack, and Zoho (internal); Intercom (chat).
- Thrive in an autonomous, fast-paced, rapidly changing environment
This shift is aligned supporting customers on the West Coast, and would be either Monday through Friday, 10:00AM to 6:00PM or 11:00AM to 7:00PM Pacific time (you'd pick a shift upon receiving an offer). You will be required to work one Saturday a month with a corresponding day off. There may be instances where working longer or modified hours may be required to assist Auctria users or participate in company activities.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
First Test
We often see animal rescues using Auctria; please let us know which animals are your favorite at the beginning of your application.