Product Support Generalist, Classy

• The ideal candidate has empathy, ability to work in a fast paced environment, and a knack for sharing knowledge
• We want to talk to you if you love being part of a team that genuinely Cares about our nonprofit customers and the missions they serve
• Exceptional oral and written communication. Must communicate effectively across phone, email, chat and social channels
• World-class organizational skills. Thrive in a world where you’ll balance customer questions and complex assignments with many moving parts
• Strong emotional intelligence. You can read each customer, empathize with their unique challenge and adapt to deliver world-class experiences.
• Extremely process-oriented. You’re resourceful when a process or an answer doesn’t exist
• You do your best work as part of a team. You thrive in highly-matrixed environment and live for working with your teammates, customer success, product management and development
• Mission-driven mindset. You want a job with purpose and serve customers who are building a better world for us all
• Dream BIG and execute smart. Your enthusiasm for challenging the status quo through innovation is contagious
• Proactively uncover opportunities. You can identify trends, investigate anomalies and present recommendations to leadership and your cross-functional partners
• Customer service experience. You are energized every morning when you wake up, knowing you get to help nonprofits that solve a wide range of issues

Desirable

• Classy's Customer Care Team is looking for an enthusiastic Product Support Generalist to help answer customer questions about the Classy platform
• You’ll play a critical role in helping nonprofits across the country make the world a better place through product education, technical assistance and spirited encouragement
• You’ll also serve as the voice of Classy’s brand, building rewarding relationships that keep customers engaged and enthusiastic
• Use strong customer empathy to inspire nonprofits and build long-lasting relationships
• Answer questions from a wide-range of nonprofits and internal teams about Classy products and services, including “How do I?” questions, technical troubleshooting and account related inquiries
• This will primarily be via chat and email, with frequent phone/video calls
• Solve complex customer problems FAST by collaborating across Classy teams
• Become an expert on a state-of-the-art SaaS solution and how nonprofits use it to fundraise
• Work as part of a team to deliver shared goals while also thriving autonomously
• Improve processes, systems and customer interactions through aggressive innovation
• Serve as the voice of our customers by passing along critical insights to our product team