Product Support Generalist I

Product Support Specialist I (Events Support)

Remote, US

Classy helps nonprofit organizations increase their impact by creating outstanding giving experiences. Our best-in-class suite of online fundraising solutions help millions of people amplify their support for the causes they care about. As an independent subsidiary of GoFundMe, we are a global leader in modern giving across B2C and B2B, crafting new opportunities to reach more people and organizations across the world. Since 2011, Classy has powered tens of millions of donations from over 190 countries and raised over $4 billion for social good.

About the role:

Classy’s Customer Care Team is looking for an enthusiastic Event Care Representative to create delightful and valuable interactions for non-profits on our fundraising events platform (Classy Live). You will play a critical role in helping nonprofits across the country make the world a better place through timely technical product assistance before, during, and after their fundraising events. You will also serve as the voice of Classy’s brand, building rewarding relationships that keep customers engaged and enthusiastic.

The ideal candidate displays emotional intelligence, curiosity in the face of challenges, and is adaptable and resilient. If you love being part of a fast-paced, collaborative SaaS support team that genuinely cares about nonprofit organizations and their missions this is a role for you. We go above and beyond to advocate on behalf of our clients across Classy and to ensure a world-class product and support experience.

What you’ll accomplish:

• Become an expert on Classy Live, our state-of-the-art SaaS solution for non-profit fundraising events, and understand how nonprofits use the platform to create an impactful experience for their donors to unlock their generosity.
• Use Salesforce CRM to answer customer questions via email, voicemail, and live chat.
• Answer questions from a wide range of nonprofits about Classy Live, including How do I? questions, technical troubleshooting, and billing inquiries.
• Escalate product issues and feature requests to our technical support engineers.
• Support internal Classy teams with answers to product questions on internal channels.
• Provide day-of/night-of event support remotely or in-person on weekends or evenings for 10% of your responsibilities (may increase to 30% during peak seasons).
• Travel to a non-profit fundraising event and interact with customers in-person. Estimate: 10% of responsibilities (may increase to 30% during peak seasons).

What you bring (Required):

• Exceptional oral and written communication. Must communicate effectively and genuinely across email, live chat, video calls, and social channels.
• World-class organizational skills. Thrive in a world where you’ll balance customer questions, competing priorities, and complex assignments with many moving parts. Must effectively manage ongoing email cases, multiple chats, internal and customer meetings, and upkeep a calendar.
• Strong emotional intelligence. You can read each customer, empathize with their unique challenge, and adapt to deliver world-class experiences. You are also in tune with navigating your own emotions in times of challenge, change, and crisis.
• Proactive and process-oriented. When a process or answer does not exist, you are resourceful and proactive in creating new, scalable solutions.
• You do your best work as part of a team. You thrive in a highly-matrixed environment and love to support and collaborate with your teammates and other departments across the organization.
• Adaptable and Resilient. Able to focus on opportunities and solutions in the midst of supporting a product that is constantly growing and evolving. Resilient in the face of challenges that are difficult to solve or don’t have immediately clear solutions.
• Coachable. Hungry to grow and improve, with openness and curiosity when presented with feedback (both positive and negative) from customers, teammates, and managers.

What would be awesome to have (preferred):

• Experience in the professional events space. Event planning and execution comes with unique challenges. Your expertise will greatly improve your ability to empathize with customers and improve our team’s overall decision-making.
• Experience working in or with nonprofits. If you already have a deep understanding of the unique challenges that nonprofits face, we want to hear from you.
• Experience in a customer-facing role. Interacted directly with customers in a previous role, whether face-to-face or virtually.
• Experience using a CRM. Salesforce preferred, but experience with any CRM system is a bonus.

Why you’ll love it here:

• Market competitive pay
• Rich healthcare benefits; including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions.
• 401(k) retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
• A variety of mental and wellness programs to support employees
• Generous paid parental leave and family planning stipend
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
• Learning & development and recognition programs
• Gives Back Program where employees can nominate a fundraiser every week for a donation from the company.

Dedication to Diversity

Classy is working toward building a more diverse and inclusive environment that is representative of individuals of all backgrounds, experiences, and lifestyles, allowing all employees to feel comfortable being their true, authentic selves in a space that enables productivity and meaningful work.