Customer Support Associate

Hello, we?re Instrumentl.

We?re a mission-driven startup helping the nonprofit sector to drive impact, and we?re well on our way to becoming the #1 most-loved grant discovery and management tool. To help us get there, we?re hiring a Customer Support Associate to advocate for our customers (nonprofits and grant writers) and help them achieve their goals while using our platform. If you are motivated by customer happiness and excited about process improvement, then this role is made for you!

About us:

Instrumentl is a hypergrowth YC-backed startup with over 3,700 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. We are building the future of fundraising automation, helping nonprofits to discover, track, and manage grants efficiently through our SaaS platform.

Our charts are dramatically up-and-to-the-right ?? ? we?re cash flow positive and doubling year-over-year, with customers who love us (NPS is 65+ and... Ellis PMF survey is 60+). Join us on this rocket ship to Mars!

About the role:

In your first year as a Customer Support Associate, you will help expand our company?s reach by scaling our support efforts. You'll be an advocate for our customers at every stage of the journey: answering their questions, gathering and sharing product feedback, and growing and improving our self-serve resources.

Our ideal candidate is proactive, eager to learn, willing to experiment, and excited to collaborate with multiple teams to enhance the customer experience at Instrumentl.

You'll be the 6th member of the CS team, reporting directly to Priya, our Head of Customer Success. You'll also work closely with:
? Am?ie, Senior Customer Success Manager
? Bryanah, Customer Success Manager
? Kyle, Customer Enablement Manager
? Riley, Customer Enablement Manager

Get to know us at instrumentl.com/about!

Instrumentl is fully distributed ( read: no office! ). For this position, we are looking for someone based in the continental US, but open to those flexible to Eastern or Central Time standard working hours as well.

What you'll get to do:
? Provide quick and helpful support to Instrumentl customers, partners and prospects via live chat, phone and video
? Respond professionally, empathetically and promptly to customers to resolve customer issues
? Maintain and contribute to the Instrumentl knowledge base by regularly authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc.
? Identify and implement ways to work more efficiently and effectively internally and optimize the customer experience
? Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams

What we're looking for:
? 1+ years of customer-facing work experience : ideally, you?ve held a Support or Onboarding role in a SaaS environment, with a consistent CSAT score above 95%. A background in nonprofit development or fundraising is a plus!
? Support desk experience: you've used a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance.
? Light quality assurance experience: you understand how to test and report bugs with clarity and efficiency.
? Passion: you are eager to deliver awesome customer experiences!
? Communication : you pride yourself on your ability to communicate complex topics easily over video and in writing.
? Empathy : you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers.
? Organized: you have excellent organizational and multitasking skills, with a high level of attention to detail.
? Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus!
? Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas.
? Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. You love shortcuts and can name your favorites off the top of your head.
? Growth mindset: you exhibit a growth mindset every day and take feedback in stride.
? Mission-driven: you're excited about Instrumentl's mission and eager to support the work done by the nonprofit community!
? Bonus: experience working with nonprofit or SMB customers.
? Bonus: experience working remotely.

Compensation & Benefits:
? Competitive salary + equity ($55,000 - $65,000/year, depending on experience)
? 100% covered health, dental, and vision insurance for employees, 50% for dependents
? Generous PTO policy, including parental leave
? 401(k)
? Company laptop + stipend to set up your home workstation
? Company retreats for in-person time with your colleagues
? Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.

What to expect:

Instrumentl is evolving rapidly. You?ll always have new challenges and opportunities to grow in your role here - you won?t be bored! You?ll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come.

At Instrumentl:

• We?re customer-focused. We routinely seek feedback from our customers to improve the Instrumentl experience for everyone. Our first company value is 'The customer is the hero' and we mean it.

• We love to experiment. We are constantly generating new concepts and iterating to see what works - ideation and experimentation are essential here. 'Bend the curve' is another key company value.

• We appreciate authenticity. We have a diverse range of life experiences, and we encourage open, clear communication with each other about the things that matter most to us.

• We?re approachable and collaborative. Everyone has a voice, and we?re all building Instrumentl together.

• We kick it every day with some of the nicest people in the world. No joke, our customers are often on the front lines educating kids, saving endangered species, and restoring watersheds. In helping them take advantage of Instrumentl?s technology, you?re helping them move the world forward.

Ready to apply?

Please submit either a written response or a link to a short Loom video, addressing the prompts below:

1. What are your top 3 customer service philosophies? How do they show up in your interactions with customers?

2. How have you made changes to improve a process and make it more effective or efficient?

Don't forget to include the word moxie in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume.

At Instrumentl, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you?re excited to grow along with us, we encourage you to apply

Apply Job!