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Nonprofit management, simplified

Customer Support Advocate

$38k – $43k • 0.05% – 0.1%
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About Keela

Keela is on a mission to empower every social impact organization around the world with technology. We believe that access to powerful tools will change how nonprofits fundamentally work. We build and support software that we designed specifically for the needs of non-profit organizations. We are a certified B-Corp* (read the definition below, it’s pretty awesome). Our team is passionate about diversity and inclusion — something that we believe is a source of deep strength in our growing company. We are a team of builders and leaders truly dedicated to building a globally impactful, sustainable, and ethical business.

We are a close-knit team of around 25 and are growing. Our office is in the heart of downtown Vancouver. We love to have fun, yes, but we don’t spend our days playing foosball and lounging around the office, we are passionately driven to hit targets, help customers, and reach our next milestone. We are driven by the understanding that every non-profit that adopts Keela can do more good in this world, help more people and drive more positive impact, that is what motivates us every day. We love what we do, we are supported in our efforts, and guided to reach new personal bests. Together we make up a culture defined by our empathy for others, our freedom to be creative, our mettle in the face of a challenge, and our hustle and hard work when it’s required; all if this is strengthened by our diversity in style, approach, and background. We are bringing useful, beautifully designed and feature-rich software to serve the needs of the nonprofit sector. We are enabling those dedicated to doing good… to do more good.

Oh and we have a friendly, adorable, cuddle loving office dog. So well…. Must love dogs?

*Certified B Corporations are a new kind of business that balances purpose and profit. They are mandated to consider the impact of their decisions on their workers, customers, suppliers, community, and the environment. This is a community of leaders, driving a global movement of people using business as a force for good.


About the Role

As an integral part of our Customer Success Team, you’ll use your natural enthusiasm for helping people to enable our clients to have a great experience, everyday, with Keela. You’ll connect with our clients, mainly via email, supporting them as they use the tool, everyday. Through this technical support (chat, help tickets, etc.), you’ll help them grow and be empowered by Keela.

You’ll also work closely with our Sales, Product, and Development teams, acting as an advocate for our clients’ needs and helping them understand and solve any obstacles our clients encounter.

As part of a fast-paced startup, you’re keen to contribute your ideas and experience as well as your grit and determination to help us grow and scale efficiently. You have the ability to impact change at Keela; we want team players who have a voice, an entrepreneurial spirit, and the intelligence to think creatively in their role. You’re eager to give your best every day as part of a team that continuously strives to be better through our culture of sharing, learning, and helping. We are data-driven and love metrics that guide us individually and as a team. You should be comfortable working towards goals you set with your team, celebrating when they are achieved and looking critically at what went wrong when they are not. Overall you should enjoy a challenge and find striving to reach goals, with the right support and guidance, exciting and motivating.


Responsibilities
- Manage technical support and customer service inquiries via our online ticketing system, live support chat, and via email
- Answering the help tickets of our customers (technical support and non-technical support)
- Assist clients with reviewing and cleaning up spreadsheets for data migration
- Advocate for the customer, sharing ideas, feedback and suggestions with the rest of the team
- Create feature improvement suggestions for our Product team based on client ideas and feedback
- Provide occasional emergency support coverage for our clients outside of regular business hours


Skills
- You have a proven ability to stay organized and on track when managing multiple things on the go
- You want to grow, learn and develop in your career
- You are competent writing in English
- You are able to describe software and how to use it to non-technical users
- You have lots of empathy, to understand the challenges our clients are facing and act as their advocate within the company
- You possess a strong desire to engage our clients in friendly, genuine conversations, and build meaningful relationships with them over time
- You are comfortable picking up the phone to say hello as needed
- You understand the value of building rapport and taking a genuine interest in our client’s needs, challenges, and opportunities
- Technical understanding, software, and user interfaces should come easily to you.
- You understand the technical details of software functionality and can translate them into easy-to-follow materials for non-technical people
- You have a strong aptitude for problem solving, to thoroughly troubleshoot technical issues, and work with the development team to resolve them
- You have a passion for learning and teaching — this is as much an educational role as it is a support role


Qualifications
- 1-2+ years of client or customer-facing
- 1-2+ years in a technical or start-up environment (preferably in the software industry)
- 1+ years of technical support experience
- Lifetime dedication to hustle, empathy, and changing the world
- Experience using ChurnZero, Zendesk, or Aha considered an asset
- Non-profit experience considered an asset (paid or volunteer)


Compensation

$38,000 - $43,000 per year (depending on experience), plus benefits, plus equity in the business. This is a full-time, in-house role, based in our Vancouver office.


Start-Date: Between May 1 and July 1, 2020.


How to Apply

Please send your cover letter and resume to hire[at]networksforchange.org. We look forward to hearing from you!

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