Member Success Agent
Do you thrive on helping others? Really thrive on it?
An exciting opportunity to join the Better Impact team as a full-time, permanent, Member Success Agent has become available!
We’re looking to add to our Australian team to support our members (customers) primarily in the Asia Pacific region. You’ll be part of a friendly, global team helping non-profits and charities around the world. Better Impact is known for its amazing support and our dedicated Member Success Agents are key to making that happen. If you’re someone who is passionate about helping others and would like to help not-for-profit organisations and charities accomplish the most they can, you’re the kind of person we are looking for.
Role Mission:
To provide support services to member organisations so that they succeed in using our software toward the accomplishment of their missions, and to provide exemplary member support and positive member experiences that drive satisfaction rates, organisation retention rates, and encourage referrals.
The primary role of the advertised position will be to provide real time online support to Better Impact members by staffing our live chat room. This will be supplemented by a range of other tasks including assistance with system builds and special projects which assist our members in better utilising their software.
We’ll provide you with:
- the resources and ongoing training to help you succeed
- the opportunity to make a difference in the world by helping organisations trying to do the same
- a compensation package based on your current experience, starting at $AU60,000 per annum
- 5 weeks annual leave (in lieu of leave load in)
Location and Hours
This is a remote, work-from-home position. It can be from anywhere in Australia but needs to cover 09:00 – 17:00 AWST through the year.
Qualifications:
Required:
- 2+ years of customer service experience
- 1+ year volunteer management experience
- Comfortable using an Apple computer or willingness to learn
- Secondary school diploma, and 5+ years of work experience; OR College degree
- Ability to empathise naturally
- Clear and concise communication skills
- Comfortable and efficient in learning new software
Preferred:
- 1+ year volunteer experience
- 1+ year supporting an online software platform
Required Outcomes and Responsibilities
1st Month
- Master the fundamentals of the Better Impact suite of software
- Review all demo and training videos
- Create/set-up/use your own practice account
- Review, understand and comply with all security documentation through the Better Impact ISMS
- Display an understanding of Member Success Agent Role functions by:
- Responding to support inquiries through the online chat system, email or by phone
- Utilising Upscope for member support
- Deactivate an account
- Managing support communication tools
- Familiarise yourself with various software systems used at Better Impact
1st Quarter
- Maintain a 90% customer satisfaction rating on Intercom member support
- Reviewing saved responses and auto-responses
- Develop saved responses for new updates
- Respond to deactivation requests as needed
1st Year and Beyond
- Maintain a 94% customer satisfaction rating on Intercom member support
- Contribute ongoing feedback in the development of training videos and help articles
- Update saved responses and auto-responses
- Recommend a minimum of 4 improvements for client experience through the support system
If you think you’d be a great addition to our team, please email rob@betterimpact.com and let him know why. Please include your resume and a cover letter.
Better Impact is a small but global business that helps engage and manage volunteers, donors and members more effectively and with greater efficiency. Our head office is in Hamilton, Ontario, Canada, we currently have small offices in Chicago USA, Adelaide Australia and London England.
Our clients include:
- international charities, such as the Salvation Army and Habitat for Humanity,
- councils, such as Perth, Sydney and Melbourne (Australia), San Diego (USA), Vancouver and Toronto (Canada), Lancashire and Oxfordshire (UK) and, and many more
- hospitals such as Melbourne Health and Royal Adelaide Hospital Network (Australia, Ohio State University Medical Center and Johns Hopkins Healthcare (USA), Alberta Health and the University Health Network in Toronto (Canada) and multiple National Health Services hospitals (UK)
- and thousands of smaller charities and non-profits in ten countries.
Better Impact is committed to ensuring an equal employment opportunity to all qualified individuals. We believe a diverse workforce enhances our ability to fulfill our mission. We strive to offer a barrier-free recruitment and selection process. If you are contacted for an interview, please advise us if you require an accommodation.