Customer Support Specialist (Parental Leave Cover)

About Chuffed.org

Chuffed.org is a leading global crowdfunding platform dedicated to supporting the largest social justice movements worldwide. Having raised over $275 million through 45,000 campaigns across 23 countries, we focus on empowering activists and organizations, notably in the areas of Palestine and climate justice.

Role Overview

We are seeking a Customer Support Specialist to cover parental leave until April 16, 2027. This fully remote position occasionally requires travel and plays a vital role in supporting our campaigners and donors. As the sole specialist handling the support queue, you will provide empathetic, clear, and proactive assistance, address technical queries, identify patterns in user feedback, and contribute insights that improve our product and support processes.

Key Responsibilities

• Manage and maintain a busy customer support queue efficiently.
• Provide timely, thoughtful, and helpful responses aligning with support objectives.
• Troubleshoot technical concerns and escalate when necessary.
• Identify trends in customer feedback and convert these insights into product suggestions.
• Maintain and update the knowledge base to ensure accuracy and usability.
• Gather community insights to align internal teams with user needs.
• Review reported campaigns to ensure platform safety and trust.
• Collect, verify, and document evidence meticulously for Trust & Safety procedures.

Candidate Profile

• Minimum three years of customer support experience, preferably in fast-paced or high-volume settings.
• Excellent communication skills combining clarity, empathy, and conciseness.
• Independent and solution-focused, capable of managing support queues responsibly.
• Proficient in handling technical issues and escalation protocols.
• Experienced in managing documentation, knowledge bases, and support templates.
• Highly trustworthy, handling sensitive data with care and confidentiality.
• Passionate about social justice and motivated to assist Chuffed campaigners in achieving success.

Additional Information

If you do not meet every qualification but are enthusiastic about our mission and this role, we encourage you to apply.

Preferred Qualifications

• Background in SaaS or fundraising platform support.
• Familiarity with tools such as Retool, Notion, or support ticket management systems.
• A collaborative mindset that enjoys integrating customer insights into multi-team initiatives.

Compensation & Benefits

• Annual salary ranging between 70000 to 75000 AUD plus superannuation, dependent on experience.
• Meaningful work contributing to global causes and social movements.
• A culture of a supportive, ego-free, and politically neutral team environment.
• Flexible fully remote work from anywhere in Australia, promoting a healthy work-life balance.
• Opportunity for rapid growth with significant ownership and influence over support strategies.

Diversity & Inclusion

Chuffed is dedicated to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds, experiences, and ages. If this position excites you and you believe in our mission, we encourage you to apply regardless of background match.