Customer Support Lead

4 weeks ago

Melbourne, Victoria, Australia Chuffed Full time
Overview

Role: Customer Support Lead

Location: Australia, remote

Type: Full-time

Chuffed.org is a global crowdfunding platform powering the world's biggest social justice movements. We've helped raise over $250M across 35,000 campaigns in 23 countries and we're just getting started. In the last year we've grown 3x and become the go-to platform for activists and organisations in two of the biggest social justice movements of our times: Palestine and climate justice. We are hiring to deliver an outstanding experience for campaigners and donors while building a world-class support function that scales with our growth.

Base pay range A$110,000.00/yr - A$110,000.00/yr

Responsibilities
  • Lead and develop the team
  • Manage, mentor, and motivate our two Customer Support Specialists
  • Coach the team through regular check-ins and foster a culture of empathy, accountability, and continuous improvement
  • Jump into the support queue yourself when needed
  • Improve our support operations by maintaining, updating, and modernizing our support documentation and processes
  • Handle complex or high-priority escalations with speed and empathy, which may involve investigating technical issues and payment or customer data
  • Implement systems to track performance metrics like response times, resolution rates, and customer satisfaction
  • Turn insights into action by distilling recurring support issues into clear product feedback for the team
  • Summarize top customer pain points and share insights with the broader team each month
  • Own the implementation of AI-powered tools to improve efficiency and response quality
Qualifications
  • 5+ years experience in customer support with at least 2 years in a leadership role, focusing on email based support
  • Experience mentoring, coaching, and motivating a small support team
  • Experience improving support processes, workflows, and documentation
  • A customer-first mindset with excellent written and verbal communication skills
  • Strong analytical skills — comfortable interpreting data and turning insights into action
  • Preferred: customer support experience in a technology, analytics or software company
  • Bonus: experience with AI-driven support tools, platforms like Lorikeet, Decagon, Sierra
  • Bonus: experience with activists, fundraisers or online marketplaces
Benefits
  • $110K plus superannuation (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 movements
  • Work from anywhere in Australia. We are a fully remote team and support flexible working
  • Grow fast. We are in a high-growth phase — you'll be trusted with real ownership, big ideas, and the chance to shape our support strategy
  • Join a values-aligned workplace. We're building a diverse, inclusive team, and strongly encourage people from all backgrounds and lived experiences to apply
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • IT Services and IT Consulting

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