Client Success Specialist

Be Part of a Mission-Driven TeamAt 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" VideoROLEWe 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.RESPONSIBILITIESRespond to questions and support requests through email and other communication channelsHelp clients understand and effectively use Tradewing’’s products, features, and resourcesTroubleshoot issues and identify appropriate solutions or next stepsCommunicate clearly and professionally; Escalate technical or complex issues to the appropriate internal team when neededMaintain accurate and detailed records of customer interactions and support requests Identify recurring customer questions or challenges and share insights with internal teamsHelp improve customer support processes, documentation, FAQs, and educational resourcesTrack customer support activity and engagement metrics to help inform improvements to the support experienceSETUPThis is a work-from-home setupTarget of 42.5 billable hours per weekThis role will primarily work Australia/New Zealand business hoursREQUIREMENTSBased in the Philippines with consistent availability for a long-term roleExceptional English verbal and written communication skillsStrong academic background with an outstanding General Weighted AverageStrong customer service and problem-solving abilitiesHighly organized with exceptional attention to detailComfortable learning and supporting technology-based productsORG OVERVIEWMeet the TeamWe 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”.BENEFITSPaid vacation time20 days accrued annuallyThese 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 time5 sick days off annuallyPaid 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 holidaysYou have 7 paid US holidays.Additional benefitsBereavement Policy