Onboarding Specialist(Customer Support)

Company Description

Job Summary

About the Role

Responsibilities

• Provide timely, friendly, and professional support to nonprofits during onboarding, including:
• Creating and updating nonprofit profiles (logo, cover image, account setup)
• Assisting with campaign creation (images, descriptions, donation form)
• Supporting setup of Stripe Connect accounts for payment processing
• Respond to and resolve questions related to the nonprofit admin portal, including how to:
• Create, edit, or manage fundraising campaigns
• View and run donor and donation reports
• Manage bank withdrawals and transaction details
• Send donor communications and email campaigns
• Add or manage admin users and account settings
• Support nonprofit admins with embedding donation code onto their website
• Provide donor-facing support, including:
• Troubleshooting failed donations or payment issues
• Updating simple donor account information
• Managing or canceling recurring donations
• Document and escalate recurring issues or bugs to the technology team
• Identify opportunities to improve the onboarding and support experience
  

Ideal Qualifications

• Past experience in customer service
• Past experience with Excel and Ticketing Software
• Excellent English written and verbal communication skills
• Strong problem-solving and troubleshooting skills
  

You’ll Thrive In This Role If You

• Enjoy helping people and solving problems with patience and empathy
• Are detail-oriented and organized in managing multiple tickets or clients
• Communicate clearly and proactively