Customer Support Lead

4 weeks ago

Sydney Melbourne City Of Brisbane, 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're now hiring a Customer Support Lead to help us deliver an outstanding experience for our campaigners and donors, while building a world-class support function that scales with our growth.

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: Maintain, update, and modernize 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, and build the next version of how we do support: Distill 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're a fully remote team and support flexible working.
  • 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.
  • Join a values-aligned workplace. We're building a diverse, inclusive team, and strongly encourage people from all backgrounds and lived experiences to apply.

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