Customer Activation Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Activation Specialist based in Canada.

As a Customer Activation Specialist, you will help nonprofit and charitable organizations turn their interest in online fundraising into successful, active campaigns. You will manage the early customer journey, from eligibility verification and account setup to launching donation forms and receiving initial donations. Working in a remote, fast-paced environment, you will combine customer support, onboarding, and proactive outreach to help organizations overcome obstacles and achieve their fundraising goals.

You will use your communication skills, problem-solving abilities, and technical curiosity to guide customers through a straightforward digital experience. By identifying common challenges and sharing feedback with internal teams, you will contribute to improving customer activation, conversion rates, and the overall fundraising journey. This is an opportunity to make a meaningful impact by helping nonprofits focus more of their resources on the causes and communities they serve.

• Review new accounts and inbound inquiries to verify that organizations meet established nonprofit and charitable eligibility requirements.
• Maintain accurate and up-to-date customer records, verification details, follow-up activities, and task information within the fundraising platform and CRM.
• Proactively engage qualified organizations by phone, email, and video calls to re-engage inactive sign-ups, address concerns, and encourage progression toward successful fundraising.
• Guide customers through account setup, payment processing integration with Stripe, donation form creation, and campaign launch.
• Deliver product demonstrations, onboarding sessions, and practical guidance tailored to customers with varying levels of technical confidence.
• Respond to inbound customer questions about accounts, payments, and product functionality, resolving routine issues independently and escalating complex technical matters when necessary.
• Monitor customer progress, identify activation bottlenecks, and follow up consistently to improve conversion from registration to active fundraising.
• Track performance against agreed service, response-time, and activation targets while maintaining visibility into the customer pipeline.
• Identify recurring customer questions and onboarding challenges, recommending improvements to follow-up processes, educational resources, and the self-service experience.
• Share customer insights and fundraising-related feedback with Product, Marketing, and Customer Success teams to improve the customer journey and help more eligible organizations launch successfully.

• Experience in a customer-facing, sales, customer support, onboarding, fundraising, or operations role is an asset.
• Strong written and verbal communication skills, with the confidence to assist customers by phone, email, and video and deliver clear product demonstrations.
• Excellent organizational skills, attention to detail, and reliable follow-through, with the ability to manage competing priorities and maintain accurate records.
• Sound judgment and the ability to assess organizations, understand customer needs, and apply eligibility criteria consistently.
• Comfort working with technology and the ability to learn new software platforms, digital tools, and workflows quickly.
• A proactive, resourceful, and solutions-oriented mindset, including the ability to research unfamiliar problems, work independently, and recognize when an issue requires escalation.
• Motivation to work toward measurable goals, take ownership of customer outcomes, and persistently follow…