Customer Support Specialist

Role Summary

The Customer Support Specialist is the primary point of contact for members, leaders, nonprofits, partners, and
clients. This role combines deep technical troubleshooting within our proprietary admin panel with high-empathy
community engagement. You will ensure that donation cycles are accurate, leadership transitions are seamless, and every
user experience reflects our core values of trust and transparency. You will work within a highly collaborative environment,
sharing execution and strategic responsibilities with the Community Team, with the support of Growth, Accounts, and
Product teams to ensure seamless platform operations.

Operations & Technical Support
? Technical Ticket Resolution: Manage email inquiries and voicemails in Hubspot, prioritizing tickets based on
urgency and user type (e.g., Client vs. Partner vs. Leader vs. Member).
? Database & Records Management: Utilize Admin Panel to manage Users, Memberships, Donations,
Subscriptions, Post Submissions, Funds, and other backend data to resolve account adjustments and discrepancies.
? Financial Operations Support: Execute refunds via Stripe, cancel duplicate subscriptions, and move donations
between "Pools" to ensure accurate fund allocation.
? Integrity & Compliance: Review all newly created Giving Circles daily to determine legitimacy and ensure proper
internal tagging.
? Security & Mitigation: Proactively identify and deactivate "spammy" groups and user accounts.
? Content Moderation: Inspect posts and submissions, including text and video content for profanity and brand
compliance before they are shared with donors.






Community & Leader Success
? Leader Onboarding: Review new leader applications, manage the "Leader Buddy Matching" program, and monitor
peer learning cohorts to ensure new leaders are supported.
? Community Engagement: Monitor and respond to community posts and social media comments
(LinkedIn/Facebook/Instagram) to maintain an active, welcoming environment.
? At-Risk Intervention: Regularly update the "Circle At-Risk" tracker and provide hands-on support to groups where
leaders have resigned or have become non-responsive.
? Churn Mitigation: Identify "churned" groups (those that have stopped donating) and execute weekly outreach to
encourage reactivation.
? High-Touch Support: Host personalized Google Meet support sessions for active and potential Giving Circle
leaders, partners, and clients to assist in onboarding and troubleshooting needs.
Resource & Events Coordination
? Data Management: Demonstrate proficiency in Google Sheets, data scraping, data cleaning, and other technical
tools to fulfill data requests from the CEO, internal teams, and customers.
? Creative AI Integration: Leverage AI tools creatively to draft community communications, summarize feedback, and
automate routine administrative workflows to increase operational efficiency.
? Knowledge Management: Maintain both internal and external knowledge bases (including email templates),
ensuring documentation reflects current platform features and workflows.
? Digital Ecosystem: Maintain and update key resource hubs including the website, LinkTree, the
Community Resource Library, YouTube, and Notion pages.
? Leader Training: Manage and update leader training modules and educational materials to ensure leaders are
equipped to host successful kickoff events.
? Event Logistics: Set up LinkedIn Events, provide Zoom links for meetings, review circle event submissions, and
provide administrative support for Member Mixer events

**To apply, please send an email to ---------- with the subject line "Re: Customer Support Specialist"**