Customer Support Specialist - Remote

Role overview Provide customer and technical support to people involved in fundraising, events, and other programs. This full-time remote role handles questions across phone, chat, email, and social channels, aiming to resolve issues efficiently while creating a helpful, empathetic experience.

Responsibilities - Resolve account, website, program, and technical questions using available systems and resources. - Record customer interactions, troubleshooting steps, and outcomes accurately in a CRM. - Handle concerns with empathy, work toward resolution during the first contact, and manage escalations appropriately. - Explain how to use digital tools and help customers find relevant events and volunteer opportunities. - Identify urgent or complex issues for escalation and report system problems or process improvements. - Participate in training, coaching, and testing of updated processes or tools.

Requirements - High school diploma or equivalent; some college coursework and/or around two years of business experience. - Customer service or technical support experience is preferred; remote work experience is also preferred. - Clear written and verbal communication, strong interpersonal skills, and a professional manner. - Sound judgment, adaptability, and the ability to handle ambiguity and changing priorities. - Strong organization, problem-solving, and multitasking skills with attention to detail. - Computer proficiency, including Windows applications; typing speed of at least 50 WPM and successful completion of a pre-hire technology assessment. - Availability for assigned shifts that may include weekends and holidays.

Benefits and work setup The position is remote within the United States and scheduled for 37.5 hours over five days each week. Several shift patterns are available, including some with weekend work; schedules are posted three weeks ahead, and start times may shift within an established one-hour window. Paid time off, medical and dental coverage, retirement benefits, wellness programs, and professional development are offered.