Customer Support

Where ideas matter!

Crowdfunder is the UK's #1 crowdfunding platform

We have some exciting news share!

We are looking for an individual based in Cornwall to join our Customer Support team.

Please reach out to us jobs@crowdfunder.co.uk with an up to date CV and a cover letter detailing why you believe you are the right candidate to join our team based in Newquay.

We will be moving fast, so please let us know your availability and any notice period you may have.

Customer Support

1 year fixed-term contract, with possible extension to 3 years

The primary focus of our Customer Support team is to help projects to run a smooth and successful crowdfunding campaign. We are looking for someone who uses their initiative and works with minimal supervision with previous experience worked in a customer support role. 

You will need to be self-motivated and innovative in your approach to drive and improve the customer experience. You’ll also need to be patient, be able to show high levels of empathy while at the same time be collaborative and creative in the way you approach challenges. We are looking for someone with strong grammar and written skills, with an excellent phone manner. So, if you are organised and get excited by attention to detail, we want to talk to you.

The keys parts to your role will include resolving customer concerns, understanding their issues, researching, investigating and providing seamless customer support using different platforms. You will be expected to keep all departments within Crowdfunder informed of any activities that escalate customer concerns. Maintaining customer relationships through management systems including documenting and updating customer interaction. To ensure all customer issues are resolved you will at time need to escalate any special requests to designated departed or team yet owning the customer experience throughout.

We are an organisation with a social purpose and deeply passionate about society’s challenges.  We believe that everyone in the UK is a philanthropist in the making and they should have the power to make positive change in their communities.  

Customer Support reports to

As a member of our coaching team you will report to into the Head Coaching and Project Innovation for Crowdfunder, based in our HQ in Newquay.

Location

You will be based in our office in Newquay.

Work hours

Normal office hours are 9.00am-5.30pm. Please note that this role is full time and for one year initially. 

Responsibilities and Duties

As a member of the Crowdfunder Coaching Team you will play a vital role in success of our customers’ projects. Our Coaches mentor new and existing projects through the crowdfunding process, and will become the primary contact for project owners providing them with advice, guidance and assistance.

Our Coaches work closely with all departments and help to develop campaign strategies that enable our customers to meet  and exceed their funding goals. You’ll be key to creating and implement best practices, developing success metrics along the way. Building strong relationships is a vital ingredient to drive repeat customers project/campaigns, while acting as customer advocate and relationship manager internally with Crowdfunder.

There will be times when you need to troubleshoot technical problems and answer support questions for clients. On the flip side you will also get the opportunity to showcase your talents in public, participating and hosting Crowdfunder presentations and events. 

You will directly and indirectly be responsible for the following areas.

Responsibilities:

  • Responding to inbound enquiries from customers via email and phone.

  • Smooth running of the Help Centre.

  • Working with the platform team to improve the website. 

  • Resolving customer issues and complaints.

  • Contribute to coaching activities, including Accelerator programmes.

  • Tracking and reporting performance.

  • Meet monthly/quarterly targets.

Required competencies

Core competencies needed to be demonstrated by every employee at Crowdfunder

  • Customer Focus: is dedicated to meeting the expectations and requirements of internal and external customers – gets first hand customer information and uses it for improvements in products and services

  • Drive for Results: can be counted on to exceed goals successfully - steadfastly pushes self and others for results – acts with customers in mind

  • Dealing with Ambiguity: can effectively cope with change – can shift gears comfortably – can decide to act without having the total picture  

  • Peer relationships: is seen as a team player and is cooperative – easily gains trust and support of peers – encourages collaboration – can be candid with peers

  • Time management: uses his/her time efficiently – values time – gets more done in less time than others

  • Learning on the Fly: learns quickly when facing new problems – open to change – experiments and will try anything to find solutions

  • Understanding Others: Understands why groups do what they do - picks up the sense of the group in terms of positions, intentions and needs - Can predict what groups will do across different situations

Specific additional competencies for Crowdfunding Coach position

  • Patience: Listens and checks before acting – tries to understand the people and the data before making judgements and acting – is tolerant with people and processes.

  • Organising – can orchestrate multiple activities at once to accomplish a goal – uses resources effectively and efficiently – can marshal resource (people, support, material) to get things done.

  • Written communication – is able to write clearly and succinctly in a variety of communication settings and styles.

  • Digitally minded: Comfortable in a digital environment, ability to quickly learn and utilise new technology.

  • Crowdfunding experience: Ideal candidates will have past experience running a crowdfunding or fundraising campaign. 

Experience and qualifications

  • Excellent English language skills.

  • Customer service experience is essential.

  • Experience in online payments and working on websites ideally. 

  • Confident user of software including Mac Apps and Google Chrome.

A good business

It’s a highly commercial operation, but it’s also a caring one. We recognise that when an employee walks into the office at the start of a working day, they don’t suddenly take leave of their families, their responsibilities, passions and hobbies.

So, don’t expect a stuffy, corporate environment.  We work smart. We have a commercial concentration that is second to none and our focus is on enabling our project owners to achieve their targets and outcomes.

That takes a certain sort of ambition and determination and it’s built into our unique DNA.  We have a vibrant, intuitive way of doing business that makes working at Crowdfunder lots of fun.

Please reach out to us jobs@crowdfunder.co.uk with an up to date CV and a cover letter detailing why you believe you are the right candidate to join our team based in Cornwall.