Customer Success Specialist: A full-time role with the Auctria.com

 Customer Success Specialist: A full-time role with the Auctria.com

 



 Typical shift Monday through Friday, 10:00AM to 6:00PM Pacific time zone. You will be required to work one Saturday a month. There may be instances where working longer or modified hours may be required to assist Auctria users or participate in company activities.
 

 



 All applicants must be able to work in Canada legally. Strong proficiency in reading, writing, and speaking English is mandatory.
 

 



 About Auctria

 



 Auctria is a software-as-a-service platform that has helped raise over $500 million through across 50,000+ events. Our focus is on fundraising events and the activities surrounding them. We are a Canadian company with a remote team distributed across North America... and we're growing!
 

 



 Role Description

 



 This is an inbound customer support role and new team members would be expected to be proactive and contribute on a highly collaborative team.
 

 



 As a customer success specialist, you will be helping various fundraising organizations, from the single-person ‘teams’ to chapters of national non-profits and everyone in between. Many types of organizations use Auctria for many different events; we help them all.
 

 



 Key Responsibilities Include:

 



 
Provide solutions to questions and address customer concerns while always recognizing the immediacy and prioritizing these issues
 
Serve as the customer's trusted Auctria advisor, drive value and forge relationships with key contacts
 
Conduct scheduled Zoom calls with customer teams during the project lifecycle. These would range from a discovery call to learn about the project, to training calls to teach customer teams what they need to know for a successful event.
 
Identify barriers to success & proactively monitor, escalate, and solve platform-specific problems for the customer
 
Respond to customer support questions via email and chat


 Other Contributions

 



 
Contribute to the development of internal processes and best practices
 
Help with team projects


 Qualified Candidates Must:

 



 
Demonstrate exceptional attention to detail, process orientation & ability to communicate effectively both verbally and in writing
 
Previous experience in a customer service/support environment
 
Technically savvy and can pick up new technology quickly
 
Be comfortable using Excel for working with tables of data
 
Be aware of the basics of web design to set up event websites in our custom website editor
 
Have a record of consistently meeting and/or exceeding goals
 
Have high-speed internet


 Preferred Candidates Will:

 



 
Experience working remotely with a distributed team
 
Experience providing technical support to non-technically adept users
 
Have experience working and/or volunteering in the nonprofit industry
 
Contribute to team development and consistently evaluate opportunities for improvement
 
Experience with Slack, Notion, and Shortcut (internal); Intercom (chat); and, Enchant (email).
 
Be proactive and work well independently with exceptional time management skills
 
Thrive in an autonomous, fast-paced, rapidly changing environment


 Disclaimer

 



 The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

 



 First Test

 



 We often see animal rescues using Auctria; please let us know which animals are your favorite at the beginning of your application.