Customer Support Lead

2 weeks ago

Melbourne, Victoria, Australia Chuffed Full time $100,000 - $120,000 per year
Description Help Support the World's Biggest Social Justice Movements

Role: Customer Support Lead

Location: Australia, remote

Type: Full-time

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.

Here's what you'll do:

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
Requirements

We care more about your mindset than your resume. If you see yourself in the traits below, we want to hear from you:

  • 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.

Don't Meet Every Requirement?

That's ok — we're not ticking boxes here. If you're excited about our mission and think you'd be great at this role, we encourage you to apply.

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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