Customer Support Lead

Chuffed.org is a global crowdfunding platform powering the world’s biggest social justice movements. We’ve helped raise over $250M across 35,000 campaigns in 23 countries and we’re just getting started.

In the last year we’ve grown 3x and become the go-to platform for activists and organisations in two of the biggest social justice movements of our times: Palestine and climate justice.

We’re now hiring a Customer Support Lead to help us deliver an outstanding experience for our campaigners and donors, while building a world-class support function that scales with our growth.

Here’s what you’ll do:

Lead and develop the team

• Manage, mentor, and motivate our two Customer Support Specialists
• Coach the team through regular check-ins and foster a culture of empathy, accountability, and continuous improvement
• Jump into the support queue yourself when needed
  

Improve our support operations

• Maintain, update, and modernize our support documentation and processes
• Handle complex or high-priority escalations with speed and empathy, which may involve investigating technical issues and payment or customer data
• Implement systems to track performance metrics like response times, resolution rates, and customer satisfaction
  

Turn insights into action, and build the next version of how we do support

• Distill recurring support issues into clear product feedback for the team
• Summarize top customer pain points and share insights with the broader team each month
• Own the implementation of AI-powered tools to improve efficiency and response quality