Customer Success Specialist

• Use your customer service experience to make a positive difference to men's health
• Full training provided
• Seasonal role between early September and mid/late December 2022
• Pay rate is $20 - $25/hr, commensurate with relevant experience

Movember is the leading charity changing the face of men's health on a global scale, focusing on mental health and suicide prevention, prostate cancer, and testicular cancer. The charity raises funds to deliver innovative and breakthrough research, and support programs that enable men to live happier, healthier, and longer lives.

About the role

We’re recruiting a Customer Success Operations Team to help deliver our hugely successful annual charity campaign. You'll be the heart and soul of Movember, ensuring a remarkable experience for the Movember community, stewarding and driving forward business development opportunities, processing donations – supporting and guiding our constituents as we ensure their success while we deliver another exceptional Movember campaign across the US, Mexico, and South America.

You'll work with a variety of teams, including fundraising, events, finance, and marketing to gain a wide understanding of Movember, our work, and how you contribute to our success. Full training and support will be provided to ensure you’re successful in the role.

We expect the team to be based in-office at our Santa Monica, CA HQ.

We encourage applications from all backgrounds and communities and are committed to having a team that is made up of diverse skills, experiences, and abilities.

Responsibilities:

• Be the voice of Movember, respond to constituent emails, live chat, and telephone inquiries in a personable, fast, and effective manner.
• Effectively manage and steward inbound new business development opportunities.
• Collaborate with and support the Fundraising Team on key fundraiser or donor opportunities.
• Support the Fundraising and Operations teams on research, outreach, data management and project work as required.
• Identify any patterns or issues with the website, app, or other customer-facing experiences and report these to your line manager.
• Process offline donations and gift matching donations.
• Support with inbound inquiries from social channels like Facebook and Twitter.
• Support our post-campaign thank you stewardship strategy.
• Support the Operations Team with picking, packing, and mailing Movember Merchandise to our constituents.
• Support the Movember Experience Team to identify community fundraisers for potential media opportunities.
• Respond to ad-hoc requests as needed.
• Attending local events, where necessary, to give our fundraisers a remarkable experience, which can include occasional work at evenings and weekends.

To be successful in the role you'll need:

• Excellent verbal and written communication skills.
• A passion for delivering a remarkable customer service experience.
• Great organization skills and ability to prioritize tasks.
• The ability to work in a fast-paced environment.
• Be able to work well under pressure and to deadlines, with excellent attention to detail.
• Be a great team player.
• A high degree of self-motivation and initiative.
• Experience using SaaS tools such as Salesforce, ZenDesk, LiveChat, Jira, etc.

Bonus points for:

• Fluency in Spanish (written and oral).
• Fundraising experience in a personal or professional capacity.
• Ability to type at 80 word per minute (WPM).

Doesn’t this like a great opportunity to have a positive impact on the world? We’d love to hear from you.

Please 'Apply' and send through your CV with a cover letter that responds to the question below.

1. What creates a great customer service experience?

Movember is committed to promoting a diverse and inclusive community and workplace - a place where we can all be ourselves, and each have the equal opportunity to succeed and be recognized for our unique contribution. We value the experiences, skills and perspectives of all individuals and actively encourage applications from people with diverse backgrounds. We make recruitment decisions based on applicants’ skills, experience and knowledge, ensuring all applicants are treated fairly.

Details on our privacy policy can be found on our website.