Client Success Specialist

Foundry for Good; United States; Remote; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid vacation time

Paid sick time

Life leave cash-out

US holidays

Bereavement policy

Job summary

Foundry for Good is hiring a Customer Support Representative to deliver exceptional service to organizations using Tradewing. You will respond to inquiries, guide clients through product features, and resolve issues with a customer-first mindset.

The role operates from a work-from-home setup, targeting Australia/New Zealand business hours. We seek a highly organized communicator with strong English skills and a passion for helping nonprofits.

Qualifications

• Exceptional verbal and written English communication skills.
• Strong customer service and problem-solving abilities.
• Highly organized with exceptional attention to detail.

Responsibilities

• Respond to questions and support requests through email and other channels.
• Help clients understand and effectively use Tradewing's products and resources.
• Troubleshoot issues and identify solutions or next steps.
• Communicate clearly and escalate complex issues to the appropriate team.
• Maintain detailed records of customer interactions and share insights with teams.
• Help improve support processes, docs, FAQs, and educational resources.
• Track support activity to inform improvements to the support experience.

Skills

Exceptional English

Customer focus

Problem solving

Highly organized

Tech-savvy

Education

Strong academic performance with outstanding GPA

Job description

Be Part of a Mission-Driven Team

At Foundry for Good, we don't just build businesses - we build businesses that do good. Across our family of brands, we support nonprofits, trade associations, and mission-driven organizations with innovative software, impactful marketing strategies, and tools that empower positive change.

Here's why you'll love working with us:

• Stability & Growth : We're 100% self-funded, with no outside investors or debt, meaning long-term stability and thoughtful growth.

• People-First Culture : Our 95%+ employee retention rate reflects our commitment to competitive pay, respect, and career development.

• Global Collaboration : Work with talented team members in the US and the Philippines who share your drive for excellence and impact.

• Mission-Focused Work : Every role here supports organizations making the world a better place.

If you're ready to grow your career while making a difference, we'd love to hear from you!

Watch Our "Meet the Team" Video

ROLE

We are seeking a customer-focused and highly organized Customer Support Representative to help Tradewing provide an exceptional experience to organizations and their partners. This role focuses on responding to customer questions, troubleshooting issues, providing clear guidance, and helping customers get the most value from Tradewing's product and services.

The ideal candidate is an excellent communicator who enjoys solving problems, learning technology, and helping people. You'll work closely with customers and internal teams to resolve questions efficiently, identify recurring issues, and contribute to an excellent overall customer experience.

RESPONSIBILITIES

• Respond to questions and support requests through email and other communication channels

• Help clients understand and effectively use Tradewing's products, features, and resources

• Troubleshoot issues and identify appropriate solutions or next steps

• Communicate clearly and professionally; Escalate technical or complex issues to the appropriate internal team when needed

• Maintain accurate and detailed records of customer interactions and support requests Identify recurring customer questions or challenges and share insights with internal teams

• Help improve customer support processes, documentation, FAQs, and educational resources

• Track customer support activity and engagement metrics to help inform improvements to the support experience

SETUP

• This is a work-from-home setup

• Target of 42.5 billable hours per week

• This role will primarily work Australia/New Zealand business hours

REQUIREMENTS

• Based in the Philippines with consistent availability for a long-term role

• Exceptional English verbal and written communication skills

• Strong academic background with an outstanding General Weighted Average

• Strong customer service and problem-solving abilities

• Highly organized with exceptional attention to detail

• Comfortable learning and supporting technology-based products

ORG OVERVIEW

We currently have 100 team members who live in the Philippines who have been fantastic team members and we're excited to add new team members to this new role!

There are a few traits unique to our business that individuals should consider before applying.

• You must love the idea of giving back to the community and nonprofits. There are thousands of jobs. If being involved in the success of nonprofits is something you're truly passionate about, this could be a great role.

• You must be extremely comfortable with change. As a small growing company, decisions can be made over a weekend and fully implemented by early the next week. Whether that’s new systems, new processes, or new approaches, we look for individuals who can adapt and thrive.

• You must believe that the best contributors should get better rewards. As a company, we believe in paying people based on the value they generate at the business.

• You must be willing to disagree and commit. As a growing business, there will be lots of decisions that get made and changes that occur during your time at the company. Some of which you'll agree with and some you won't, we strongly believe that the best team members have the ability to disagree and commit (i.e., going with a decision after it has been made regardless of whether or not you agree).

• You must believe the status quo is unacceptable. As a growing company and as individuals, we believe the status quo is unacceptable. Everyone should be relentless in striving to be the best version of themselves and figure out ways to create more value at the company, enhance our client's results, and grow professionally. The question should always be "How can I be better" rather than "How can expectations be adjusted".

BENEFITS

Paid vacation time

• 20 days accrued annually

• These paid days off each equate to 8.0 hours of billable time.

• Expect to use 5 of the days during the Christmas - New Year's period.

Paid sick time

• 5 sick days off annually

Paid life leave*

• 15 days accrued annually.

• Once per year in December, you can cash out any accrued life leave time. Every 5 days your cash out is worth about $300.

*Life Leave allows team members to use their holidays as it's meant to be - a break - whilst knowing they've got the breathing space to tap into extra leave for the planned and unplanned life moments.

Paid holidays

• You have 7 paid US holidays.

Additional benefits

• Bereavement Policy