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JustGiving

JustGiving

JustGiving, founded in 2000, is an organisation whose purpose is to help to maximise income for charities worldwide. We have a vision of a world in which “anybody who can give, does give “. We will achieve our vision by creating globally relevant, fundraising tools and expertise and by collaborating closely with a wide range of partners including for-profit companies, charities, event organiser

Community Support Lead

We are looking for an experienced and passionate Customer Support Lead to join our Customer Care team and help lead in delivering first-class frontline service to our rapidly growing online community.

  • Central London, United Kingdom
  • Opportunity has expired
  • Salary Details: salary provided on request 
  • Full-time
  • Entrepreneurial Work
  • Exciting Brand
  • Social Impact
  • Mid Level
  • Tech / Internet
ABOUT

You’ll be working with a dedicated team on the frontline to truly understand our customers and lead by example to deliver customer service excellence day-to-day.  You’ll have an outstanding approach to helping customers and your team mates, acting as a true advocate for customer needs, whilst promoting an engaging and collaborative team environment.  It’s a fast paced environment so  you’ll need to possess fantastic communication and trouble-shooting skills, the ability to quickly learn new products to provide internal training, all whilst maintaining our front-line Customer Support SLAs.  Our users value the fact that they can contact us seven days of the week, and receive prompt, expert support from knowledgeable and committed people.  We are far from a call centre and you’ll be part of an organisation that keeps the customer at its core.  We constantly strive to deliver a personalised support experience whether it’s someone reporting a problem or a fundraiser just needing help and inspiration to raise more for their cause.

We are looking for an exceptional person who will:

·         Work with the team providing day-to-day hands-on support to customers via email, phone, and live chat

·         Champion development of the team by recognising people’s strengths and celebrating great results, as well as helping to identify development opportunities

·         Maintain and evolve the team’s performance measurements and reporting processes with the aim of delivering the highest levels of service quality and customer satisfaction scores

·         Evaluate, troubleshoot, and follow-up on key issues as well as replicate and document for further escalation

·         Mentor support advisors on best practice and provide real-time feedback to drive the team forward

·         Work with the Head of Customer Experience for both problem/feedback escalation and to keep up to date on new features

·         Help define projects to improve the team’s tools and workflows, and provide training to support these

·         Maintain and provide a consolidated performance and issue report

·         Effectively cope with change and shift gears comfortably, prioritising the above based on seasonality and the needs of customers