Job description
The Highlights
- Excellent career opportunity to apply your strong customer service and product engagement skills and make a real difference
- Join an innovative, established team
- Generous conditions of employment including 12% superannuation
About us
Our Community, is a well-established, world-leading, award-winning social enterprise that provides advice, connections, training and easy-to-use tech tools for people and organisations working to build stronger communities. Our vision centres on social inclusion and social equity. Our dream is that every Australian should be able to go out their front door and stroll or wheel to a community group that suits their interests, passions and needs – or log on and do the same.
We have an ambitious agenda; we’re not constrained by bureaucracy or boundaries; we’re not interested in internal politics or egos, just in contributing something useful to society. We don’t have layers of management, and we don’t want someone to be a cog in the wheel of a corporate system. We want you to have plenty of opportunity to make Our Community enterprises your own, and for you to be as excited about their potential as we are.
GiveNow, facilitates payments for not-for-profits through a cost-effective and intuitive fundraising application. We ensure that the transaction process for donations, membership payments and event ticket purchases are completed efficiently, securely and logically. Our digital fundraising platform increases revenue to community causes, helping people become better givers ad supporters, and providing a payment solutions hub for all not-for-profits.
About the Opportunity – Customer Success Specialist PLUS
We are looking for an experienced, enthusiastic and energetic individual to join our busy team.You’ll be working with a diverse team of high performing, committed and enthusiastic people who really care about making a difference for people and the not-for-profit sector.
You will be the critical team member who ensures our customers get their desired outcome when using our product. Your focus will be to deliver first-rate application support and customer service to ensure customer queries are responded to, and that we increase retention and feature usage.
You will be involved in the end-to-end delivery of the GiveNow product from creation to utilisation by our customers. You will understand the product intimately, ensuring that it works properly, is communicated well and is adopted effectively by our users.
As you are responsible for the customer experience, the role breaks down into three essential components (though please note that this may change over time).
In this role you will work closely with the delivery team – including developers and the product manager to help us prioritise, shape and define new features for our platform. You will also liaise with the sales and marketing process to inform them of customer needs and offering user insights.
If this sounds like you, then you’re the ‘Unicorn’ we’re looking for.
You have the head for all the technical elements, you will support the internal business team working through IT issues, maintenance and testing. But in your heart you are all about the customer, not just managing help desk queries but real customer care, you’re the person who loves interacting with people, answering questions and understanding their issues.
Your day-to-day tasks will vary a lot (sometimes exciting, sometimes mundane), but it’s all focused on making fundraising for not-for-profit organisations more efficient and effective.
About you
You’re a natural problem solver with initiative and ambition. You have highly developed ‘soft skills’: you’re friendly, engaging, compassionate, and calm together with great technical skills that will allow you develop and undertake user testing of the GiveNow product. You will thrive in this busy technical, customer-focused environment. You will have a mind for getting things done and a heart for people and you will set the bar high through the quality of the work you do and the people-oriented decisions you make.
You have the ability to ask the right questions and find the right solutions, to act with integrity and place the customer at the centre of everything you do.
Your outstanding organisation skills set you apart from others, you would be described as resourceful and a self-starter able to handle details well and promote our ethos of innovation, creativity and inclusion. You are unflappable under pressure!
Of course, you have great communication skills, enjoy working as part of a team but equally you are happy to put your head down and focus on detailed testing plans but you cope well if interrupted to respond to customer queries.
Other relevant information:
Please refer to the full position description for further details: Customer Success Specialist.
The nature of this role is quite varied. We know our strength comes from the diversity of our people, so we want people with different experiences and backgrounds to apply.
The Customer Success Specialist role is full-time and reports to Executive Director, GiveNow. Currently most of our team are working in a hybrid way, between the office and home.
Our organisation is one that is as supportive and socially conscious as it is agile and explorative. Our DNA of commercial mind and social heart captures who we are at our core. We have a great working atmosphere with an inclusive, fun work culture. Our team is full of highly collaborative, diverse people with awesome skills.
To create a better work-life balance, the Our Community Team works a 4-day week (pay for 5 days). We deliver 100% of the work in 80% of the time for 100% of the pay. We have high productivity, reduced stress levels, improved mental health and great team cohesion.
Our office is located on Wurundjeri Country at 552 Victoria Street (corner of Curzon Street and Victoria Street), North Melbourne. We work in a modern, bright, art-filled, open plan office and operate in a fairly informal manner.
The successful candidate
- Must be an Australian citizen, permanent resident or hold a valid work permit or visa.
- Will be required to undertake a police check.
- Will be subject to a probationary period of three (3) months.
To submit your application please click ‘Apply Now’ by the closing date.
A position description is attached.