Chuffed.org

Role Description You'll be the kind of support person people are genuinely glad they contacted — empathetic, clear, and always one step ahead. Your work will go beyond answering questions; you'll catch issues early, surface the insights that shape our product, and help level the playing field for every campaigner who deserves to be heard. As the sole Customer Support Specialist on the team, you'll have real ownership of the queue and direct support from the Customer Support Lead — with a genuine say in how we improve our processes and grow the support function over time. - Own a busy support queue and keep it moving - Deliver timely, thoughtful responses that help us hit our support goals - Dig into technical issues, troubleshoot with confidence, and escalate when it counts - Spot patterns in customer feedback and turn them into product suggestions - Keep our knowledge base sharp, accurate, and easy to navigate - Surface community insights that keep our teams close to the people we serve - Review reported campaigns to help keep Chuffed a safe and trusted platform - Collect and verify submitted evidence to support our Trust & Safety process - Document findings accurately in our evidence management tool Qualifications - 3+ years in customer support, ideally in a fast-paced or high-volume environment - Empathetic, clear communicator — concise without ever losing the human touch - Self-directed, solutions oriented, and comfortable owning a queue - Comfortable troubleshooting technical issues and knowing when to escalate - Confident managing and maintaining documentation, knowledge bases, or templates - Trustworthy and careful with sensitive information - Passionate about social justice and excited to help Chuffed campaigners succeed Requirements - Experience in a SaaS or fundraising platform environment (bonus) - Familiarity with Retool, Notion, or support ticketing systems (bonus) - A natural collaborator who loves bringing customer insights into cross-functional projects (bonus) Benefits - $70,000 - $75,000 p.a. + Super (depending on experience) - Do work that matters. Wake up every day knowing you’re helping people around the world fund causes they care deeply about - Be part of a team that cares. No egos, no politics - just passionate, driven people working together to support world-changing movement - Work from anywhere in Australia. We’re a fully remote team and support flexible working that truly invests in work-life balance - Grow fast. We’re in a high-growth phase - you’ll be trusted with real ownership, big ideas, and the chance to shape our support strategy

• Produce short-form video. Edit and produce polished vertical reels, including recording voiceover, from sourcing and organizing raw footage to pacing, captions, sound, and effects. • Design carousels. Put together high-quality carousel posts for feed use. • Deliver consistently. Produce a steady output of 3 pieces of content per week, on time and to a high standard. • Work independently. Take a brief or raw material and run with it, checking your own work for quality and brand fit before it's handed off. • Bring craft to the work. Apply strong editing instincts, pacing, and visual judgment to make content that performs. • Stay flexible. Adapt to shifting priorities and fast-turnaround requests as urgent campaigns emerge.