Customer Support Specialist (Parental Leave Cover)

🌏 Why Join Chuffed.org ? Chuffed.org is a global crowdfunding platform powering the world’s biggest social justice movements. We’ve helped raise over $275M across 45,000 campaigns in 23 countries and we’re just getting started. In the last year we’ve grown 4x 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 hiring a Customer Support Specialist (parental leave cover until 16th April 2027) to be a key part of how we continue to support our campaigners and donors. This is a fully remote role with very occasional travel. 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. 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 🌟 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 $70,000 - $75,000 p.a. + Super (depending on experience) Do work that matters. Wake up every day knowing you’re helping people around the world fund causes they care deeply about Be part of a team that cares. No egos, no politics - just passionate, driven people working together to support world-changing movement Work from anywhere in Australia. We’re a fully remote team and support flexible working that truly invests in work-life balance. Grow fast. We’re in a high-growth phas e - you’ll be trusted with real ownership, big ideas, and the chance to shape our support strategy Chuffed is committed to building a diverse and inclusive team. We strongly encourage applications of all backgrounds, ages and experiences. If this role excites you and you can see yourself doing the work, please apply, even if your background doesn’t tick every box.