As a Customer Service Representative , you will be a key point of contact for nonprofit users, helping them navigate the platform and make the most of Viedoc features and services. Your role includes conducting onboarding sessions, providing check-in support, and responding to general inquiries through email and phone. You'll also educate users on how to access support services and guide them toward successful fundraising and community engagement efforts.

Responsibilities:

Collect information about users' fundraising goals to help guide campaign setup and platform use

Help users understand how to access available services and request ongoing support

Offer strategic guidance on how to best align their goals

Proactively reach out to customers with scheduled check-in calls to assess their progress and needs

Share best practices for campaign creation, donor engagement, and platform navigation

Identify and help resolve any issues that could prevent users from being successful

Respond to general support inquiries in a timely, professional, and friendly manner

Troubleshoot basic technical issues and escalate more complex matters when necessary

Qualifications, Skills, & Abilities:

Experience in Customer Success, Account Management, or Onboarding, preferably in SaaS or nonprofit services

Strong written and verbal communication skills, with the ability to simplify complex concepts

Highly organized with attention to detail and capable of managing multiple customers at once

Tech-savvy and adaptable; experience with tools like Salesforce or Zendesk is a plus

Comfortable speaking with customers on both phone and video calls

Familiarity with ChatGPT is a plus but not required

Passion for supporting nonprofits and mission-driven work is a bonus