EMEA Support Consultant: Global Client Care & Onboarding

Foundant + smartsimple; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Flexible PTO

Job summary

Foundant is seeking a dedicated Client Experience Support professional to resolve client tickets through chat, phone, and email, while ramping on GivingData and GLM/SLM knowledge.

You will collaborate with US and Australia-based colleagues, provide training on Foundant software, and help ensure a smooth handoff and proactive problem solving.

A Bachelor’s degree and 3–5 years in support or implementation are preferred; Zendesk/Jira/Confluence experience is valued. Apply via [e-mail].

Qualifications

• 3-5 years of experience in support or implementation roles (general customer service alone is not sufficient).
• Bachelor’s degree in a related field preferred.
• Direct experience in the philanthropic sector (grant making, scholarship administration, fund accounting, donor relations) is a strong differentiator, though not required.
• Familiarity with CRM software, experience with Zendesk preferred.
• Familiarity with Agile Project Management software tools such as Confluence and Jira preferred.
• Legally eligible to work in Ireland or the UK.

Responsibilities

• Directly support the successful resolution of client tickets that come through Foundant’s Support channels: chat, phone, and email.
• Develop and maintain a high degree of product knowledge across both GivingData and GLM/SLM, ramping on GivingData first before cross-training into GLM/SLM.
• Support the implementation of new GivingData, GLM/SLM clients as needed, in addition to ongoing support responsibilities, ensuring a smooth transition from onboarding into day-to-day support.
• Handle frontline support tickets that are in Service Level Agreement breach.
• Collaborate with and assist other members of the global Support team, including regular partnership with US and Australia-based colleagues during timezone overlap.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Strategize and problem solve with team members to ensure that clients have the best possible experience.
• Monitor and assist in the triage of frontline support tickets, ensuring that clients get connected to the resource that best suits their needs.
• As directed, provide internal and external training on selected Foundant software products and their features/functions.
• Conduct and facilitate warm handoffs when needed to ensure the client has the right resource to match their needs.
• Documentation and note taking for relevant client interactions.
• Following up on tasks and projects arising from client interactions.
• Enabler in cross-team and cross-department communication with leadership and other team members.
• Collaborate with the Escalations team to resolve and advise on complex technical issues.
• Contribute to and lead continuous process improvement within and between all areas of Client Experience.
• Other duties as assigned.

Skills

Customer service

CRM software

Zendesk

Jira

Confluence

Agile

Communication

Education

Bachelor’s degree

Tools

Zendesk

Jira

Confluence

Job description

Foundant is seeking a dedicated Client Experience Support professional to resolve client tickets through chat, phone, and email, while ramping on GivingData and GLM/SLM knowledge.

You will collaborate with US and Australia-based colleagues, provide training on Foundant software, and help ensure a smooth handoff and proactive problem solving.

A Bachelor’s degree and 3–5 years in support or implementation are preferred; Zendesk/Jira/Confluence experience is valued. Apply via [e-mail].