Customer Success & Platform Support Specialist

Raise It Fundraising; Orewa; On-site; NZD 65,000 - 95,000; Full time

Job summary

Go Raise It in Orewa, NZ, seeks a Customer Success & Platform Support Specialist to help schools and clubs raise more funds. You’ll own the onboarding and ongoing support, troubleshoot payments and emails, and coach customers to use platform features effectively.

You’ll balance thoughtful outreach with practical problem solving, building relationships with volunteers who juggle busy schedules. You’ll work closely with the sales and product teams, test new features, and ensure campaigns run

Qualifications

• Customer-facing role with strong communication.
• Ability to troubleshoot payments and emails.
• Willingness to learn fundraising.

Responsibilities

• Get to know our schools and clubs and understand success metrics.
• Coach customers with practical tips and platform features.
• Onboard new schools/clubs and campaigns.
• Onboard and liaise with wholesalers.
• Configure accounts, fundraisers, products and pricing accurately.
• Troubleshoot platform, payment, email issues and resolve most without developers.
• Make regular outbound sales calls to leads and follow up on inquiries.
• Keep CRM and help resources accurate and useful.
• Test new features and products as we build them.

Skills

Empathy

Active listening

Communication

Problem solving

Tools

CRM

Stripe

Job description

Customer Success & Platform Support Specialist

About Go Raise It

Every year, schools and clubs across Australia and New Zealand need to raise money for the things that make a real difference: new playground gear, camp trips, team uniforms, library books. We make that easier. Go Raise It helps schools and clubs run fundraisers that actually work, and we're building our own platform to do it even better. We're a small team with big plans, including expansion into the US and UK. That means the work matters, your impact is visible, and there's no hiding behind process. The people running our fundraisers usually aren't professional fundraisers. They're parents, teachers and club volunteers who already have full-time jobs, busy families and a hundred other commitments, and who still put their hand up because they want their school or club to have more. They're squeezing fundraising into lunch breaks and late evenings. Understanding that is at the heart of this role. The best support we can give them is fast, clear, and makes their job lighter, not heavier.

About the role

This is a hands-on technical role for someone who loves learning how things work, and uses that knowledge to help our customers fundraise better and get them back on track quickly when they hit a snag. When things don't work the way a customer expects, like a payment that hasn't landed or a confirmation email that's gone missing, you're the one who gets to the bottom of it. You'll dig into platform settings, Stripe transactions, account setups and data to figure out whether it's user error, a config slip, or something genuinely wrong with the system, and then fix it yourself wherever you can. But fixing problems is only half of it. You'll get to know our customers: what their school or club is like, what they're raising for, how much time they've actually got. Then you'll help them do better. You'll become an expert in what makes a fundraiser succeed, from timing and promotion to the platform features that lift results, and you'll share those tips in a way that fits a busy volunteer's life. The goal isn't just a closed ticket; it's a school that raised more than they expected and wants to do it again. You'll also spend a good part of your day on the phone. That means calling schools and clubs we've worked with before to talk about their next fundraiser, and following up new enquiries to understand what they need. You'll own those leads: making sure every school or club has the right information, a clear plan, and a reason to get started. This is sales, but not the pushy kind. It's about having a real conversation, understanding what they're trying to achieve, and showing them how we can help them get there.

What you'll be doing

• Getting to know our schools and clubs and understanding what success looks like for each of them
• Coaching customers with practical tips and showing them platform features that boost their results
• Onboarding new schools and clubs and guiding them through their campaigns
• Onboarding and liaising with our wholesalers who provide campaigns on the platform
• Setting up and configuring accounts, fundraisers, products and pricing, and getting the details right because those details hit people's wallets
• Troubleshooting platform, payment, account and email issues, and resolving most of them without calling in a developer
• Making regular outbound and sales calls to past and prospective customers, and making sure every lead has the right information and a clear plan to move forward
• Keeping our CRM and help resources accurate and useful
• Testing new features and products as we build them

This could be you if

You're the person friends call when their tech stops working, and you secretly enjoy it. You pick up new systems quickly and like understanding how the pieces connect. When something goes wrong, your instinct is to investigate before you ask. You can explain a technical fix to a busy volunteer without making them feel lost or talked down to. You're naturally curious about people and pick up on what someone actually needs, not just what they asked for. You get a kick out of helping someone succeed, and you're always looking for the next idea that could help them raise more. You own a problem until it's sorted, and you double-check your own work. You're confident on the phone, enjoy a good conversation, and don't shy away from asking for the business when it's the right fit for the customer. You don't need an IT qualification or a fundraising background. We'll teach you fundraising. What we can't teach is curiosity, logical thinking, empathy, and the confidence to back yourself on a tricky problem.

Where you'll work

We're based in Orewa, in a bright office with water views that's genuinely a nice place to spend your day. We work together in the office, and there's a good reason for it. The best way to understand our customers is to hear what's happening across the team: the call someone just had, the fix someone found, the idea that helped a school smash its target. When we're in the same room, that knowledge travels fast, and every one of us gets better at helping the people we work with. You'll learn more in a month sitting alongside the team than you would in a year working on your own.

When you'd start

We're looking for someone to start on 20th January 2027. We may look at some training in December but if that doesn't suit, no problem, we'll plan around you.