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We build better fundraising tech for nonprofits and give it away for free.

Customer Support Manager

$73k – $77k • No equity
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At Give Lively, we build better fundraising tech for nonprofits and give it away for free.

As a Customer Support Manager, you will work in a thriving, growing tech company dedicated to social good. You’ll be an essential part of our support team, working directly with nonprofits and donors to diagnose and resolve issues, further use our platform, and collaborate with our Membership and Product teams to create more efficient support practices as we scale.


In this role, you will:

- Manage a team of 3 (and growing) Customer Success Specialists (CSS).
- Develop deep and thorough knowledge of Give Lively’s Fundraising Platform from both the Nonprofit and Donor perspectives.
- Measure effectiveness of CSS’s by clearly defining operational outcomes, formalizing a measurement for review with the team, sharing/support metrics and insights with leadership team and broader organization.
- Formalizing processes to gather and organize nonprofit and donor feedback with supporting data for sharing across our organization; be the voice of the customer internally
- Drive continuous improvement through updating internal processes and implementing best practices
- Coach CSS’s through the development of Customer Success Plans that expand client relationships, and guide customers through a successful up- selling of products.
- Serve as an advocate for your team and customers, collaborating with internal, cross-functional teams including engineering, sales, and marketing.
- Serve as an escalation point in diagnosis of technical issues and engage with our Memberships, Product and Engineering teams to find solutions.
- Contribute to our FAQ and Help Center
- Show, patience, empathy, and flexibility as nonprofit and donor needs evolve in this fast-paced, growing startup environment.


Qualifications

- Bachelor's degree required
- 5+ years of experience in customer success or account management at a growing SaaS company
- 3+ years of experience scaling and growing a team, with the ability to mentor and manage high performers
- Demonstrated ability to understand core business metrics around recurring revenue with an ability to manage complex partner relationships
- Dedicated cross-functional orientation and ability to build relationships with other leaders and team.

Meet your team

People you would work with in this role

Jamie Feldman

Avatar for Jamie Feldman

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