Customer Support Specialist (Parental Leave Cover)
Posted on:
July 18, 2026
Job description
The Role
You'll be the kind of support person people are genuinely glad they contacted — empathetic, clear, and always one step ahead. Your work will go beyond answering questions; you'll catch issues early, surface the insights that shape our product, and help level the playing field for every campaigner who deserves to be heard.
As the sole Customer Support Specialist on the team, you'll have real ownership of the queue and direct support from the Customer Support Lead — with a genuine say in how we improve our processes and grow the support function over time.
Responsibilities
Requirements
- Own a busy support queue and keep it moving
- Deliver timely, thoughtful responses that help us hit our support goals
- Dig into technical issues, troubleshoot with confidence, and escalate when it counts
- Spot patterns in customer feedback and turn them into product suggestions
- Keep our knowledge base sharp, accurate, and easy to navigate
- Surface community insights that keep our teams close to the people we serve
- Review reported campaigns to help keep Chuffed a safe and trusted platform
- Collect and verify submitted evidence to support our Trust & Safety process
- Document findings accurately in our evidence management tool
Job requirements
🌟 About You
- You have 3+ years in customer support, ideally in a fast-paced or high-volume environment
- You’re an empathetic, clear communicator — concise without ever losing the human touch
- Self-directed, you’re solutions oriented and comfortable owning a queue
- Comfortable troubleshooting technical issues and knowing when to escalate
- Confident managing and maintaining documentation, knowledge bases, or templates
- Trustworthy and careful with sensitive information — you understand that what you handle matters, and you treat it accordingly
- You’re passionate about social justice and excited to help Chuffed campaigners succeed
🙌 Don’t Meet Every Requirement?
That’s ok — we’re not ticking boxes here. If you’re excited about our mission and think you’d be great at this role, we encourage you to apply.
🚀 Bonus Points
- Experience in a SaaS or fundraising platform environment
- Familiarity with Retool, Notion, or support ticketing systems
- A natural collaborator who loves bringing customer insights into cross-functional projects
Apply now
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