Customer Support Specialist (Parental Leave Cover)

About Chuffed.org

Chuffed.org is a worldwide crowdfunding platform dedicated to empowering major social justice initiatives. To date, it has facilitated the raising of over $275 million through more than 45,000 campaigns across 23 countries. The platform has seen a fourfold growth in the past year and has established itself as a preferred choice for advocates and organizations involved in pivotal social justice causes, notably Palestine and climate justice.

Role Overview

We are seeking a Customer Support Specialist to cover a parental leave until April 16, 2027. This remote position requires occasional travel. You will be a pivotal figure providing exceptional support, going beyond responding to inquiries by proactively identifying potential issues, gathering insights to inform product improvements, and ensuring equitable access for all campaigners.

As the sole Customer Support Specialist, you will independently manage the support queue while receiving direct guidance from the Customer Support Lead, with the opportunity to influence process enhancements and contribute to the expansion of the support function.

Key Responsibilities

• Manage a high-volume support queue efficiently and keep it progressing smoothly.
• Provide prompt, thoughtful, and effective responses that align with support objectives.
• Investigate technical challenges, confidently troubleshoot, and escalate issues appropriately.
• Identify recurring themes in customer feedback and translate these into suggested product improvements.
• Maintain and update the knowledge base to ensure clarity, accuracy, and user-friendliness.
• Gather community insights that help keep the team closely connected to the people served.
• Evaluate reported campaigns to maintain the platform's safety and trustworthiness.
• Collect and verify evidence submitted for Trust & Safety processes.
• Accurately document findings using the designated evidence management tools.

Candidate Profile

• Minimum of three years of experience in customer support, preferably in fast-paced or high-volume settings.
• Excellent empathetic communication skills, able to convey messages clearly and compassionately.
• Self-motivated and solution-focused, comfortable with independently managing a support queue.
• Adept at troubleshooting technical issues with good judgment on escalation needs.
• Experienced in maintaining documentation, knowledge bases, or support templates.
• Highly reliable and discreet when handling sensitive information.
• Strong passion for social justice and eagerness to support Chuffed's campaigners.

Additional Information

Applicants who do not meet every specific requirement but are enthusiastic about the mission are encouraged to apply.

Preferred Qualifications

• Background working in SaaS or fundraising platform environments.
• Familiarity with tools such as Retool, Notion, or other support ticketing software.
• Team-player attitude with a focus on integrating customer insights into cross-departmental projects.

Compensation & Benefits

• Annual salary ranging between $70,000 and $75,000 plus superannuation, depending on experience.
• Engage in meaningful work that contributes significantly to global social causes.
• Join a supportive, ego-free team culture with a shared passion for impactful change.
• Enjoy flexible, fully remote work arrangements from anywhere in Australia, fostering a healthy work-life balance.
• Opportunity to grow quickly within a rapidly expanding company, gaining substantial responsibility and influence over support strategies.

Diversity & Inclusion

Chuffed is dedicated to fostering a diverse, inclusive workforce. We warmly welcome candidates of all backgrounds, ages, and experiences. If this role resonates with you, we encourage you to submit your application regardless of whether all criteria are met.