Customer Support Specialist (Parental Leave Cover)

About Chuffed.org

Chuffed.org is a prominent global crowdfunding platform fostering significant social justice initiatives around the world. Having facilitated over $275 million in funding across 45,000 campaigns in 23 countries, the platform has rapidly grown fourfold in the past year and has established itself as a key resource for activists and organizations focused on major social justice causes, notably Palestine and climate justice.

Role Overview

This position is a fully remote, contract role covering parental leave until April 16, 2027. The customer support specialist will manage the support queue independently while receiving guidance from the Customer Support Lead. The role demands an empathetic and proactive professional who not only addresses customer inquiries but also anticipates potential issues, extracts actionable insights, and enhances support processes over time.

Key Responsibilities

• Manage a high-volume support queue ensuring timely and thoughtful responses that contribute to meeting support objectives.
• Investigate and troubleshoot technical concerns, escalating them appropriately when necessary.
• Identify patterns in customer feedback and convert these insights into product recommendations.
• Maintain accuracy and usability of the knowledge base.
• Gather and communicate insights from the community to keep internal teams connected with user needs.
• Assess reported campaigns to maintain platform safety and trustworthiness.
• Collect and authenticate evidence in support of Trust & Safety procedures, documenting findings precisely in the evidence management tool.

Candidate Profile

• Minimum of three years’ experience in customer support, preferably in a fast-paced or high-volume setting.
• Clear, empathetic communication skills, delivering concise yet personable responses.
• Self-motivated and solution-driven, comfortable with managing workload independently.
• Proficient at troubleshooting technical challenges and knowing when escalation is required.
• Experienced in managing documentation, knowledge bases, or support templates.
• Trustworthy with confidential information, handling sensitive matters carefully.
• Passionate about social justice and eager to support the success of Chuffed’s campaigners.

Additional Encouragement

Candidates not meeting all requirements but enthusiastic about the mission and confident in their fit are encouraged to apply.

Preferred Qualifications

• Prior experience in SaaS or fundraising platform environments.
• Familiarity with tools such as Retool, Notion, or support ticketing systems.
• Strong collaborative mindset with a passion for integrating customer insights into cross-functional initiatives.

Compensation and Benefits

• Annual salary ranging between $70,000 and $75,000 plus superannuation, depending on experience.
• Opportunity to contribute to impactful work supporting global causes.
• Collaborative, supportive work environment free from ego and politics.
• Flexible remote work from anywhere in Australia with genuine work-life balance support.
• Fast-growing organization offering ownership, creative input, and ability to influence support strategies.

Diversity and Inclusion

The company is dedicated to fostering a diverse and inclusive team and actively encourages candidates from all backgrounds, ages, and experiences to apply.