Customer Support Specialist (Parental Leave Cover)

About Chuffed.org

Chuffed.org is a global crowdfunding platform dedicated to supporting major social justice movements worldwide. Having facilitated the raising of over $275 million through 45,000 campaigns across 23 countries, the platform continues to expand rapidly, notably supporting movements focused on Palestine and climate justice.

Role Overview

We are seeking a Customer Support Specialist on a parental leave cover basis until April 16, 2027. This fully remote position requires sporadic travel and involves being a pivotal contact for our campaigners and donors. You will provide empathetic, clear assistance, proactively identify issues, contribute valuable insights for product development, and ensure equitable support for all campaigners.

Key Responsibilities

• Manage and maintain a busy support inbox with ownership and accountability.
• Respond promptly and thoughtfully to support requests, contributing to achieving our support objectives.
• Troubleshoot technical problems confidently and escalate when necessary.
• Analyze customer feedback to identify trends and recommend product enhancements.
• Maintain and improve the accuracy, clarity, and usability of the knowledge base.
• Provide community insights to keep teams connected with user needs.
• Review reported campaigns to uphold platform safety and trustworthiness.
• Collect, verify, and document submitted evidence to support Trust & Safety processes accurately.

Candidate Profile

• Minimum of three years’ experience in customer support, preferably in a fast-paced or high-volume environment.
• Exceptional communication skills that are both clear and empathetic, maintaining a personal touch.
• Self-motivated with a solutions-focused mindset and experience independently managing support queues.
• Proficient in diagnosing technical issues and determining appropriate escalation points.
• Experienced in managing and updating documentation, knowledge bases, or templates.
• Highly trustworthy and sensitive to handling confidential information responsibly.
• Passionate about social justice and committed to supporting campaigners effectively.

Additional Information

We value a diverse and inclusive workforce and encourage applicants from all backgrounds to consider applying, even if not all criteria are met.

Preferred Qualifications

• Experience working in SaaS or fundraising platform environments.
• Familiarity with tools such as Retool, Notion, or ticketing systems.
• Ability to collaborate naturally and integrate customer insights into cross-team initiatives.

Compensation and Benefits

• Annual salary ranging from $70,000 to $75,000 AUD plus superannuation, based on experience.
• Meaningful work that empowers global social justice causes.
• A supportive, ego-free, collaborative team environment.
• Flexible work-from-anywhere arrangement within Australia, promoting strong work-life balance.
• Opportunities for rapid professional growth with ownership and influence over support strategy.