Overview
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 are hiring to deliver an outstanding experience for campaigners and donors while building a world-class support function that scales with our growth.
Base pay range A$110,000.00/yr - A$110,000.00/yr
Responsibilities
- 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 by maintaining, updating, and modernizing 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 by distilling 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
Qualifications
- 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
Benefits
- $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 are a fully remote team and support flexible working
- Grow fast. We are 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
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service
Industries
- IT Services and IT Consulting
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