Customer Support Specialist

**Join Our Team as a Customer Support Superstar**
Are you passionate about making a positive impact in people’s lives while delving into tech-related challenges? Do you find fulfillment in providing solutions and improving processes? If you’re known among your peers as the tech-savvy problem solver with a heart for helping others, then we want you to be part of our team, transforming the charity and non-profit world one fundraiser at a time.

**About The Role**:
At Trellis, we're on a mission to elevate our customer support experience, and we're seeking a dynamic individual to help us achieve that goal. As our newest Customer Support Expert, you'll play a pivotal role in assisting charities and non-profits across North America. From engaging with clients to troubleshooting platform issues, you'll be the friendly face guiding our users through their journey with Trellis. Your responsibilities will encompass communicating bugs or issues to the relevant teams, brainstorming solutions, and proactively refining our customer support processes.

We're looking for someone who thrives on the daily interactions of chat support but also possesses the drive to innovate and enhance our support infrastructure. The Growth Team has set ambitious targets, and your contributions will be instrumental in reaching them. If you're brimming with empathy and eager to make a meaningful impact, then we want to hear from you.

**What We're Seeking**:
While your primary focus will be providing stellar customer support, you'll also play a crucial role in optimizing our chat support system and refining our customer support triaging processes. We're seeking a team member with a growth mindset—one who can seamlessly transition between day-to-day customer interactions and strategic thinking to elevate our support procedures.

Your dedication to delighting our customers is paramount, but your knack for identifying opportunities for improvement is equally valued. If you have a penchant for crafting help desk articles, consider it a bonus Are you the unique blend of people-oriented, process-driven, and relentlessly positive that Trellis is searching for?

**Join Us**:
**What We're Looking For**:

- **Experience That Matters**: Previous work experience in the non-profit sector or at a charity organization is highly valued.
- **Hospitality & Service Savvy**: Front-facing customer service experience or hospitality background is a definite plus.
- **Goal-Getter Mentality**: We're seeking individuals who are driven by goals and have a proven track record of achievement.
- **Drive & Focus**: A high level of personal drive and focus on objectives is essential for success in this role.
- **Passion for People & Process**:We're looking for individuals who are not only passionate about people but also thrive on optimizing processes.
- **Strategic Thinkers**:Can you see the big picture? We're seeking individuals who can plan for long-term growth while effectively tackling short-term challenges.
- **Self-Motivated & Independent**:Are you a self-starter who can work autonomously? We value individuals who can thrive in independent work environments.
- **Embrace the Startup Culture**: Desire to dive headfirst into a high-growth startup environment and approach challenges with creativity.

**A Little More About You**:

- **Warm & Engaging**:Your friendly demeanor and conversational tone will be key to delivering exceptional customer experiences.
- **Communication Pro**: Excellent written and verbal communication skills are a must.
- **Ambitious & Process-Oriented**: We're looking for individuals who are highly ambitious, motivated, and have a keen eye for processes.
- **Patient & Supportive**: Patience and a willingness to help others are core qualities we value.

**Bonus Points if You Have**:

- **Tech Startup Experience**: Previous experience in a tech startup or online customer support environment is a plus.
- **Expertise with Hubspot**:Familiarity with Hubspot will be advantageous.
- **Process Improvement Pro**:A track record of driving process improvements, particularly in customer support, will earn you extra credit.

**What You'll Be Doing**:

- Host customer onboarding calls and check-in meetings via video conferencing.
- Resolve user issues promptly and efficiently while upholding professionalism and kindness.
- Ensure our support platform maintains the highest standards for quality and efficiency.
- Continuously enhance customer support processes to elevate the overall customer experience.
- Monitor and analyze customer support metrics to identify trends and areas for improvement.
- Develop and maintain help desk articles to assist users.
- Collaborate closely with the Growth Team to optimize processes and share innovative ideas for improvement.

**Culture Fit**:
If you embody these four mindsets, you're likely a perfect match for our team:
**Team Mindset**: You thrive in a collaborative environment, prioritizing teamwork and problem-sharing