Senior User Support Specialist

Job Description

Change.org is searching for a Senior User Support Specialist to support the operations of the User Support team by resolving escalated issues within the team. We’re a social impact business (a public benefit company), and the largest tech platform focused on civic action in the world with 100m monthly users, 50,000 campaigns launched on the site every month, 180 staff, and a new revenue model that has grown by 500% in 2 years. We’re growing quickly, and our users win campaigns for change once every hour. From strengthening hate crime legislation in South Africa; fighting corruption in Indonesia, Italy, and Brazil; to fighting violence against women in India. You will be based out of one of our offices (San Francisco, NYC, Victoria) or remote from anywhere in Canada, the United States, or Mexico and report to our Director of User Success and Support. Our User Success and Support team is currently responsible for supporting the 420+ million users who use our platform from around the world. These users often need help with running a successful campaign, account issues and billing concerns. Our role is to support those users and resolve any questions they may have, ensuring they are successful with either supporting or creating the change they want to see in the world. Day to day, you’ll work closely with our Product, Policy, Scaled Support and Engineering teams to further advocate on behalf of our users.

As a Senior User Support Specialist, you’ll:

• Support our User Support team with escalated issues
• Act as a liaison between our users and our Product and Engineering teams by identifying issues, bugs or trends for resolution
• Identify and run projects aimed at improving our customer experience and reducing process inefficiencies
• Work with our external vendor in developing a training, onboarding and continuous learning infrastructure
• Help to continue developing our internal and external knowledge bases with the most up-to-date information
• Assist internal staff with problem solving, troubleshooting and other general issues related to our platform

Helpful Skills:

• Troubleshooting: This role is full of unknowns and a successful candidate needs to be able to think of creative solutions to problems independently of others
• User interactions: A successful candidate needs to be able to write very well in English - not only for communication with users but also for the knowledge base work that comes with the role
• Adaptability: This role may require working on different projects on a moment’s notice and a successful candidate needs to understand how to adjust and prioritize accordingly. There may need to be changes to scheduled hours for coverage needs, so a successful candidate needs to be able to accommodate when necessary.
• Project Management: A successful candidate should be able to take an idea that’s not fully defined and create, plan and execute a project around it
• Collaboration: A big aspect of this role will be working with others to help resolve issues or think through problems, so being open and good at collaborating with others will be critical to the role

Target Experience:

• 2-3 years experience working in a contact center environment
• Experience working with non-profit organizations or public-benefit corporations (PBCs) in either a volunteer or paid capacity
• Experience working with start-ups or in the tech industry
• 1 year or more experience working as a supervisor or manager in a contact center
• Knowledge Centered Support (KCS) experience
• Six Sigma certification
It’s rare that a candidate has a ‘perfect’ set of relevant experiences, we do not expect this, and all candidates are encouraged to apply, even if you are missing some of the items in the list above.

It’s rare that a candidate has a ‘perfect’ set of relevant experiences, we do not expect this, and all candidates are encouraged to apply, even if you are missing some of the items in the list above. This is a full-time role that can be located in one of our offices (San Francisco (USA), New York City (USA), Victoria (CAN)) or remote from anywhere in Canada, the United States, or Mexico. During the pandemic, all employees work remote. Our team is high impact, low ego, and has an amazing culture to be part of. Change.org is a global company, and salaries are adjusted for cost of labor in each city. (For example, an annual salary of a Senior User Support Specialist is $90,000 USD in San Francisco, $86,500 in New York City, $82,000 in Victoria or $87,000 in Toronto). In exceptional circumstances, we may offer below the listed salary for high potential candidates with less experience, or above it for candidates with significantly more experience. We anticipate moving very quickly and our evaluation process is as follows: -1 hour take home assignment -30 min phone interview with our Recruiter -60 min video interview with our Director of User Success and Safety and Deputy Director of Campaign Success We especially encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. We’re actively working to increase the diversity of experience and perspectives on our team and are looking for someone who can help continue to lead that process. Change.org is committed to being a diverse and inclusive workplace. Everyone says this, right? Well, we mean it - we invest in serious programs to bring in and support women and people of color, we have in-person onboarding experiences and affinity groups to help everyone feel included, we regularly celebrate the heritage of all staff, and we believe strongly in consistent, fair, and transparent salary scales to help level the playing field. All qualified applicants will receive consideration for employment without regard to race, color, national origin, or disability or veteran status. Apply for this job