Customer Support Representative

Why just have a job when you can live your Purpose? We are Givelify, a minority-owned FinTech-for-Good company that uses human-centered design, jobs-to-be-done, & data to create experiences that inspire kindness & generosity and celebrate putting more good into the world. In fact, Givelify's mobile giving app consistently leads the App Store and Google Play in downloads, reviews and 5-star ratings amongst all giving apps. More than 1 million donors and 50,000 non-profits trust Givelify for inspiring kindness, generating nearly $3 Billion in generosity.

We seek a Customer Support Representative to join our virtual team. If you're someone who will deliver a WOW customer experience by supporting leaders and donors of nonprofit and faith organizations via phone, email, or social media to understand their giving and fundraising goals and resolve support issues; also, if you are someone who can engage with our customers, think critically and are passionate about making sure the customer is taken care of with excellence, and the challenge of scaling product success at a high performing Fintech-for-Good company sounds exciting, we would love to connect with you!

You'll get to:

• Bring A Customer Comes First Mentality Every Day!
• Maintain a sense of ownership, be a self- starter, and have a strong attention to detail
• Interact with customers via talk, chat, emails, and other communication platforms
• Remotely research, troubleshoot, and resolve customer issues in accordance with company standards making sure to always own and resolve.
• Determine and implement appropriate actions to resolve complex customer issues and achieve first contact resolution while exercising discretion & sound judgment.
• Provide internal cross-functional support to resolve internal and external customer care issues.
• Deliver an exceptional customer experience by demonstrating professionalism, positivity, and sense of urgency in all communications.
• Monitor and respond to app reviewson a timely basis
• Perform ad hoc duties in a fast-paced environment
• Ability to build and foster relationships with our customers
• Ability to convert leads to opportunities

You should bring mad skills & experience:

• 2-3 years professionalCustomer Support experience
• Proficient in ticket-resolution & CRM platforms (e.g., Salesforce, and Zendesk)
• Familiar with Live Chat, Social Media, and Review Platform engagement
• Experience in High-Tech, nonprofit, or high growth industries desired
• Proven ability to troubleshoot and resolve complex customer issues
• Schedule may include weekend & evening coverage for western time zones.
• Critical thinking skills
• Demonstrated ability to multi-task and perform well in a fast paced and changing environment
• Must bring proven ability to maintain confidentiality and secure sensitive information
• Superior interpersonal skills, oral and written communication skills

Plus These Superpowers

• Integrity - Demonstrates congruence in thought, speech, and action. Can be trusted to act with courage and to do the right thing.
• Collaboration - Fosters productive relationships; values others' opinions, shows appreciation, and seeks to understand difference perspectives.
• Customer Focus - Adopts a human-centric approach that meets or anticipates customers' need when developing solutions.
• Strive for Results - Can be relied upon to be resourceful & tenacious in achieving key desired results.
• Effective Communication - Communicates frequently, using clarity and appropriate methods/tools of communication.
• Problem-Solving - Is resourceful and creative in solving complex issues. Uses sound judgement, data, and collaboration.
• Flexible—able to adapt to changing priorities and work through ambiguity

Our People & Culture

We are a virtual team of high-performing professionals who innovate & collaborate to fulfill our mission to help people instantly find causes that inspire them to action so they can change the world – one simple, joyful gift at a time. Our culture of integrity, heart, simplicity, & that "wow" factor fuel our aspiration to be recognized amongst the tech industry's most inclusive & purpose-driven workplaces.

We take great pride in providing competitive pay, full benefits, amazing perks (including flexible PTO), and most importantly, the opportunity to put passion & purpose to work.