Help Support the World's Biggest Social Justice Movements
Role: Customer Support Lead
Location: Australia, remote
Type: Full-time
Chuffed.org is a global crowdfunding platform powering the world's biggest social justice movements.
We've helped raise over $250M across 35,000 campaigns in 23 countries and we're just getting started.
In the last year we've grown 3x and become the go-to platform for activists and organisations in two of the biggest social justice movements of our times: Palestine and climate justice.
We're now hiring a Customer Support Lead to help us deliver an outstanding experience for our campaigners and donors, while building a world-class support function that scales with our growth.
Here's what you'll do:
Lead and develop the team
Manage, mentor, and motivate our two Customer Support Specialists
Coach the team through regular check-ins and foster a culture of empathy, accountability, and continuous improvement
Jump into the support queue yourself when needed
Improve our support operations
Maintain, update, and modernize our support documentation and processes
Handle complex or high-priority escalations with speed and empathy, which may involve investigating technical issues and payment or customer data
Implement systems to track performance metrics like response times, resolution rates, and customer satisfaction
Turn insights into action, and build the next version of how we do support
Distill recurring support issues into clear product feedback for the team
Summarize top customer pain points and share insights with the broader team each month
Own the implementation of AI-powered tools to improve efficiency and response quality
We care more about your mindset than your resume.
If you see yourself in the traits below, we want to hear from you:
5+ years experience in customer support with at least 2 years in a leadership role, focusing on email based support
Experience mentoring, coaching, and motivating a small support team
Experience improving support processes, workflows, and documentation.
A customer-first mindset with excellent written and verbal communication skills.
Strong analytical skills — comfortable interpreting data and turning insights into action.
Preferred: customer support experience in a technology, analytics or software company
Bonus: experience with AI-driven support tools, platforms like Lorikeet, Decagon, Sierra.
Bonus: experience with activists, fundraisers or online marketplaces.
Don't Meet Every Requirement?
That's ok — we're not ticking boxes here.
If you're excited about our mission and think you'd be great at this role, we encourage you to apply.
$110K plus superannuation (depending on experience).
Do work that matters.
Wake up every day knowing you're helping people around the world fund causes they care deeply about.
Be part of a team that cares.
No egos, no politics — just passionate, driven people working together to support world-changing movements.
Work from anywhere in Australia.
We're a fully remote team and support flexible working.
Grow fast.
We're in a high-growth phase — you'll be trusted with real ownership, big ideas, and the chance to shape our support strategy.
Join a values-aligned workplace.
We're building a diverse, inclusive team, and strongly encourage people from all backgrounds and lived experiences to apply.
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