Customer Support Liaison

Candid is seeking a quick, self-motivated learner with a passion for helping nonprofits.

POSITION: Customer Support Liaison

REPORTING TO: 

Customer Support Manager

SUPERVISES: 

No direct reports

SCHEDULE

35-hour work week, Monday through Friday

LOCATION

Flexible (remote or a hybrid schedule in one of Candid’s offices in New York, NY; Atlanta, GA; Cleveland, OH; or Williamsburg, VA). In-person attendance is expected during our annual, weeklong all-staff summit. Additionally, participation for in-person meetings is expected at least once per year for most employees, and at least once per quarter for senior leaders.

COMPENSATION

$42,100 – $47,000 (this range is for the NYC area and will be adjusted for other localities; additionally, factors like skills and experience will be considered)

BENEFITS

Health insurance (medical, dental, vision), retirement contribution with additional option for a match, paid life insurance & AD&D, paid leave time (PTO, bereavement, volunteer, holiday, parental), short-term and long-term disability, pre-tax transit, FSA, Supplemental insurance, Summer hours, PSLF Program eligible employer

POSITION SUMMARY

The Customer Support Liaison is the product expert for Candid profiles and Seals and, by virtue of possessing exceptional customer service skills, will drive user satisfaction and retention.  The Customer Support Liaison interacts with nonprofit users every day, assisting profile admins in the enhancement of their profile and identifying trends in customer satisfaction.  The Customer Support Liaison is well-versed in demonstrating the benefits of Candid profiles to NPOs. The Customer Support Liaison will monitor and adhere to all department SLAs and KPIs, which will include response/resolution times.

RESPONSIBILITIES

• Monitor all channels (email, live chat, video conference) and offer exceptional proactively &/or on-demand product guidance for Candid profiles.
  • Troubleshoot Candid profile issues identified by internal or external users.
  • Demonstrate value of Candid profiles and Seals of Transparency to profile admins.
  • Manage relevant connection points with churned admins.
• Execute all responsibilities within department SLAs.
  • Alert manager about issues that are impeding profile success.
  • Escalate issues when requests cannot effectively be resolved within department policy.
  • Identify trends in user satisfaction/dissatisfaction.
  • Customer requests that cannot be met by existing functionality (either directly or indirectly) will be passed on to the Product Team for roadmap consideration.
• Consistently meets or exceeds performance standards for service quality, empathy, accuracy and volume.

REQUIREMENTS

• College degree preferred; equivalent experience will also be considered.
• Excellent written and verbal communication skills.
• Required proficiencies: Salesforce, MS Office, Video Conferencing, Tableau, and JIRA.  
• Minimum two years of experience in a customer-facing role is preferred.
• Highly self-motivated, proactive and innovative problem solver.
• Collaborative team player.
• Ability to prioritize for maximum impact.
• Ability to connect with customer.
• Keen attention to detail.
• Adaptable to changing needs of market and customers.
• Dynamic presentation skills and ability to own the narrative.
• Strong collaboration or experience with sales and marketing teams, preferably for SaaS-based services.
• Willingness to perform other duties and special projects as needed/requested.
• Sensitivity and respect for racial, gender, sexual orientation, and cultural differences.
• Champions and represents Candid’s core values: We are driven, direct, accessible, curious, and inclusive.

he information you need to do good.

Every year, millions of nonprofits spend trillions of dollars around the world. Candid finds out where that money comes from, where it goes, and why it matters. Through research, collaboration, and training, we connect people who want to change the world to the resources they need to do it. Our data tools on nonprofits, foundations, and grants are the most comprehensive in the world.

Candid’s vision is an ambitious one. But we know that when we make investments in our talent, it translates to more access and better knowledge for those working for social good around the world.

On February 1, 2019, Foundation Center and GuideStar joined forces to become Candid, a 501(c)(3) nonprofit organization.