We're hiring: Customer Support Advocate (London)

Prashan Paramanathan

By Prashan Paramanathan


30th March '17

Customer Support Advocate (London)

The very brief version

Customer Support role in rapidly-growing, VC-funded, social-cause tech startup, changing the world.

Who is Chuffed.org?

We're a purpose-led company that's transforming how people think about charities around the world. Instead of thinking of the charity muggers harassing you on your way to work, we're making the face of charity awesome, exciting projects that people want to be part of.

Since launching in October 2013, we've raised over £9M for close to 5,000 projects in 20 countries. We've reunited a Somali refugee mother with her son that she hadn't seen in 23 years; we've helped legalise medicinal marijuana for the terminally ill; we've transformed how the Vanuatu Government does disaster relief... and a lot more.

What you'll be doing?

You’ll be joining our London-based team as we grow to get our product from thousands of campaigners to hundreds of thousands. You’ll be responsible for:

  • Support (80%): You’ll be providing email support to our amazing social cause campaigners and donors. This will be both technical support (how to use the platform) and crowdfunding strategy support (how to run a crowdfunding campaign). Campaigners love the real human connection they get with Chuffed.org, so being empathetic while communicating clearly in writing is important. 
  • Coaching (15%): You’ll become a coach to potential campaigners on how to succeed in their crowdfunding campaigns. Don’t worry, we’ll train you on what works from our experience with over 5,000 campaigners. This will be both in person and on Skype
  • Advocating (5%): As you’re the closest person to our customers, you’ll be reporting back to the team on what customers find exciting and confusing about the platform so that we can build an even better product. 

In addition, as you get more familiar with Chuffed.org and our customers, we expect everyone in the team to contribute their ideas and opinions on how we can support more organisations better. You might be involved in brainstorms, feedback sessions and customer interviews. 

 

What we're looking for

Culture

  • You're empathetic: we're looking for someone with an ability to understand what the world looks like from their point of view. When they're confused and frustrated, you'll need to be understanding and helpful
  • You care: we're a purpose-led company and we love working with people who care about the world around them 
  • You learn: there’s a lot to learn about how Chuffed.org and crowdfunding works - and it changes all the time. You’ll need to be curious and have the willingness to be over the small details as well big things
  • You're independent: we’re a small team distributed across London, Sydney and Melbourne. You'll be part of an office of 3-4 people, but we generally work at high pace, in different locations and timezones and often quite independently. We'll give you a lot of flexibility on where and how you work, as long as you get your work done.
  • You play nice: because we all love coming to work and we want you to too


Experience

  • 2 years experience in a customer service or support role or other relevant experience

Bonus points

  • You like building systems that make your job easier - and that make it easier to train others on what you do
  • You like and want to learn more about tech and startup world
  • You've worked with the non-profit/charity/advocacy sector before


The details

  • Based in WeWork London Field (E8 4RU)
  • £22-25k salary + 0.1-0.5% equity
  • You’ll report to the CEO (London), and work closely with our Growth Manager (London)

 

Why work for us

People come for the social mission, they stay for the team. We’re a fast-growing social enterprise, that’s backed by some amazing tech investors (Blackbird VC and Bevan Clark) but retains our social mission at our core. We even created our own legal structure over in Australia - the Social Benefit Company - to let us do that. We’ve worked in the social sector for years and changing how it raises money for the amazing work that it does is something that we deeply care about. We’re the place where you can do work that you care about and be part of a fast-moving company at the same time. We also allow for flexible, distributed working to cater for parents. 

You can read more here:

 

How to apply

Send us an email to [email protected] with your CV and a cover letter talking about who you are and what you care about.

Applications close 30 April, or when we find the right person.