Location
This role is based in Sacramento, California at our headquarters in Old Sacramento and requires 3 days per week in office.
But we can assure you, Sacramento won't be the only place you'll work.
We host frequent trips during the year to bring our whole team together for extended periods of face-to-face time to build deeper relationships. Some examples of trips include our domestic excursions to San Diego, Newport Beach, and Lake Tahoe. Along with international trips to Mexico, The Dominican Republic, Costa Rica, and Belize.
About the Role
We're seeking someone special to join the GivingFuel team at Webconnex. This role offers a unique opportunity to guide organizations through their fundraising journey with a platform built by nonprofit leaders for nonprofit leaders. You'll be the relationship-centered support that sets us apart in an industry full of impersonal technology solutions.
This is a unique opportunity to be part of a dynamic "startup within an established company" environment, where you'll have a dedicated focus on our fundraising platform for nonprofits, churches, and social enterprises.
You'll manage customer support through email, chat, and calls while guiding new customers through sales onboarding and account management. Working directly with the Director of GivingFuel, you'll help transform the business by delivering delightful customer experiences.
Responsibilities
Guide customers from initial sales handoff through their entire journey with GivingFuel
Manage daily customer support via Intercom chat, email, and scheduled zoom/phone calls
Lead product demonstrations and onboarding sessions for new customers
Test and troubleshoot reported issues, identifying the root cause and documenting findings clearly for the product team
Create and maintain help documentation, tutorial videos, and other support resources
Qualifications
required
Understanding and knowledge of the charitable/nonprofit world and ability to speak the language of people and organizations from this sector
Background in customer success or account management.
Strong analytical skills to identify and document technical issues effectively
Exceptional ability to explain complex concepts in simple, clear terms
Detail-oriented mindset with strong problem-solving capabilities
Comfort learning new software tools and a track record of juggling multiple priorities and meeting deadlines
Preferred
Fundraising & nonprofit experience is a plus but not required.
Experience with Slack, Zoom, Excel, and Google Suite products
Salary & Benefits
$40,000 - $70,000 annually. Opportunity for growth and bonuses.
401k with company match and equity pool opportunities
Blue Shield health care package, vision plan, and health savings account (HSA)
Dependent Care Flexible Spending Account (DCFSA)
Benevolence Fund for larger medical expenses
$1,200 annual mental health benefit
Connection Credits for team experiences
Participation in 3 company trips (including tropical summer experience with company & families)
10 vacation days (15 vacation days after 2 years), 5 sick days, 1 floating holiday, and 2 personal days
Expectations
Communicate with a friendly, empathetic, and patient approach
Take ownership of customer issues from first contact to resolution
Maintain up-to-date, thorough product knowledge
Be proactive in identifying and suggesting process improvements
Contribute positively to team culture with a can-do attitude
