Client Success and Support Coordinator

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Client Success and Support Coordinator

The Client Success and Support Coordinator (CSSC) handles every aspect of customer relationships and serves as the front door to our community. The CSSC is an intuitive problem solver and works with the team to manage projects and engagements with the client. Successful candidates will show a natural inclination to troubleshoot, be curious and seek out the root causes of customer pain points and will actively work towards providing engineering and product as much information to reproduce workflows.

In this role, you will play a crucial part in ensuring the satisfaction and success of our clients by providing exceptional support and coordinating various aspects of their journey with Give Pulse.

• Provide high-quality customer support via email, chat, and phone, and also find creative solutions to customer requests.
• Troubleshoot, test, resolve technical problems, and identify creative solutions to delight clients.
• Collaborate with the technical support team when necessary and provide them full details and tested permutations to reproduce issues to streamline finding solutions.
• Go above and beyond to make customers find success with the platform.
• Support all customer relationship activities through onboarding & implementation, launch and product training, and all post-implementation support.
• Gather client feedback, identify potential pain points and root issues, and communicate insights with analytical rigor to internal teams for continuous improvement.
• Create and update documentation, manuals, knowledge base resources, and videos to empower clients to find solutions independently.
• Take ownership of results by driving high-quality customer service, meeting or exceeding monthly goals.
• Build partnerships and relationships with customers and stay positive in handling customer requests to help them meet their goals.
• Delight clients at scale.
• Perform other duties as assigned.

• Bachelor’s degree in business, communication, administration, or related field.
• Excellent verbal and written communication skills.
• Attention to detail; high degree of accuracy and thoughtfulness.
• Excellent organization and time management; ability to prioritize workload and multi-task.
• Prompt and efficient in resolving tasks, communication, and addressing requests from clients and colleagues.
• Proven experience in client support or customer success, preferably in a SaaS environment.
• Proficient with Internet, email applications, and MS Office or Google Workspace.
• Technical aptitude and the ability to grasp software functionalities quickly.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. The employee is regularly required to talk or hear, use hands or fingers to handle or feel objects, tools, or controls, and may stand, walk, sit, and reach with hands and arms.

The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities include close and distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This job description does not state or imply that these are the only duties to be performed. Employees may be required to follow other job-related instructions and duties. All duties and responsibilities are essential functions and requirements and are subject to modification to reasonably accommodate individuals with disabilities. The requirements listed are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

DOE. We offer competitive pay, equity, benefits and other perks. Ground floor opportunity as an early member of the Give Pulse team; you’ll directly shape the direction of our company. You’ll be building a platform to empower millions of users to engage in the community and supporting thousands of nonprofits and social impact organizations.

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