Customer Support Specialist

At the American Cancer Society, we're working to end cancer as we know it, for everyone. Our employees and 1.3 million volunteers are raising the bar every single day. We are a culture comprised of diverse backgrounds and experience, to better serve our communities.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled. The Customer Support Specialist plays a vital role in delivering exceptional service and technical support to the American Cancer Society’s donors, fundraisers, event participants, staff, and volunteers. This position is instrumental in ensuring smooth and positive interactions across multiple communication channels
- including phone, chat, email, and/or social media
- directly contributing to the success of fundraising efforts and mission-driven events. Success in this role is defined by the ability to efficiently resolve inquiries using a variety of resources and technical platforms, foster meaningful engagement with customers, and maintain accurate records and troubleshooting steps through tools such as Salesforce. As part of the broader customer support team, the Customer Support Specialist helps strengthen relationships with customers and upholds the organization's commitment to providing compassionate, mission-aligned service. This is a full-time permanent remote position which can be home-based anywhere in the U.
S

Start Date: January 25th, 2027

ESSENTIAL FUNCTIONS: Resolves customer inquiries and issues across multiple systems. (30%) Utilizes analytical skills, administrative access, and extensive knowledge of ACS programs to troubleshoot and resolve technical, programmatic, and website-related issues. Ensures accurate documentation in enterprise CRM systems and promotes first-contact resolution. Delivers high-quality customer service and engagement (30%) Provides professional, empathetic, and solution-oriented support to customers. Builds rapport, neutralizes escalations, and fosters long-term relationships to encourage continued engagement and revenue growth. Assesses and triages complex or urgent requests (15%) Exercises independent judgment to identify and escalate high-priority or technically complex issues to appropriate support teams, ensuring timely and effective resolution. Educates customers on ACS tools and engagement opportunities (10%) Leverages deep understanding of ACS events, volunteer programs, and digital platforms to guide users in navigating websites and tools. Promotes additional engagement opportunities aligned with customer interests. Identifies and communicates process improvement opportunities (5%) Monitors customer feedback and system performance to report outages, inefficiencies, and enhancement opportunities to relevant teams. Contributes to continuous improvement initiatives. Maintains personal performance and professional development (5%) Engages in coaching sessions, training programs, and self-directed learning to stay current on ACS policies, software updates, and customer service best practices. Supports special projects and testing initiatives (5%) Participates in assigned projects, pilots, and testing of new or enhanced processes, procedures, and systems to support organizational goals.

EXPERIENCE/QUALIFICATIONS: Minimum Degree Required: High School Diploma or Equivalent Preferred Degree: Associate Degree Years of

experience:
Some college course work and/or combination of two years' business experience, preferably in a customer service or technical support role; remote work experience is also preferred.

KNOWLEDGE, SKILLS, AND ABILITY: Communication

Skills:
Excellent written and verbal communication skills required, with the ability to convey information clearly to diverse audiences. Strong interpersonal skills and professional demeanor are essential. Customer Focus: Demonstrated commitment to customer satisfaction, including ownership of customer concerns and proactive resolution efforts. Adaptability and Judgment: Comfortable working in a dynamic environment with frequent changes. Demonstrates sound judgment, decision-making skills, and the ability to manage ambiguity and complex situations. Multitasking and Time Management: Proven ability to manage multiple priorities simultaneously, including oral and written tasks, while maintaining attention to detail and meeting deadlines. Analytical and Organizational

Skills:
Strong problem-solving abilities with skill in organizing resources, setting priorities, and using data to inform decisions. Technical Proficiency: Strong computer skills required, including proficiency with Windows-based applications. Typing speed of at least 50 WPM and ability to pass pre-hire technology and training assessments. Digital Tools

Experience:
Experience with Salesforce, online fundraising platforms, mobile app