About Flipcause:
Headquartered in Oakland, CA, we're a fully remote nonprofit tech company serving thousands of organizations across the US. Our mission is to empower small nonprofits to better engage their communities and fund their causes, regardless of budget or technical ability. We provide a fundraising platform, website services, payment processing, and unlimited human support.
- Check us out (flipcause.org)
- See what our customers have to say about Flipcause (capterra.com)
The Role:
As a Customer Success Associate, you will be a key point of contact for nonprofit users, helping them navigate the platform and make the most of Flipcause’s 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.
This position is part of the broader Flipcause Success Team, where we collaborate closely to deliver high-quality, responsive support to every customer.
Responsibilities:
1. Onboarding & Education
- Lead onboarding calls with new users to introduce them to Flipcause’s tools and services
- 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 with Flipcause’s capabilities
2. Customer Check-Ins & Ongoing Guidance
- 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
3. Email & Phone Support
- Respond to general support inquiries in a timely, professional, and friendly manner
- Provide clear, step-by-step guidance for platform use and accessing support services
- Troubleshoot basic technical issues and escalate more complex matters when necessary
4. Service Awareness & User Empowerment
- Ensure users are aware of all the services and features available through Flipcause
- Guide customers through submitting requests for custom campaign support or strategy help
- Collect and share user feedback to help improve the overall support and platform experience
5. Team Collaboration & Process Improvement
- Work closely with other Customer Success team members to support a seamless customer journey
- Suggest improvements to onboarding and support workflows based on customer needs and feedback
- Contribute to educational resources such as help guides, tutorials, and FAQs
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
Compensation & Benefits:
- $55,000/year
- All standard-issued equipment provided
- Medical, dental, and vision included, and 50% dependent coverage
- 401K
- Annual raises
- Unlimited PTO
Target Start Date:
Our Story:
Flipcause was founded in 2012 with a shared vision stemming from a shared background in social impact, nonprofits, and tech. We saw first-hand how small community organizations were struggling to impact their communities due to limitations in funding and technology. Born from the idea that we need technology that is accessible to organizations of all sizes, we serve thousands of nonprofits in all 50 states in the US. Our nonprofit partners are as diverse as we are.
We are an equal opportunity employer. We encourage individuals of all personal and professional backgrounds to apply.
