Customer Support Specialist

Remote within the following locations in US and Canada

USA: California, Colorado, Florida, Georgia, Idaho, Massachusetts, Maryland, Minnesota, Montana, North Carolina, Nevada, Oregon, South Carolina, Tennessee, Texas, Virginia, and Washington only

CANADA: British Columbia (BC), Alberta (AB), Manitoba (MB), and Ontario (ON) only

We're excited to share that Aplos, Raisely, and Keela have come together to form one unified company, Velora, with a shared mission: to help nonprofit organizations thrive. While we continue to offer the products you know and love, we now operate as one team, dedicated to making nonprofit work easier, more impactful, and more sustainable.

Together, our combined expertise spans fundraising, donor management, financial tracking, and communications—offering a powerful suite of tools designed to reduce complexity so nonprofits can focus on what matters most: making a difference.

We're one company with 3 products all servicing customers in the impact space. Working at Velora means that you have the opportunity to build one or across all our products.

We have a combination of merged teams and also teams dedicated to one specific product and you can find details about the work through our job descriptions under the "about the role" section.

Keela is a cloud-based CRM platform tailored specifically for nonprofits, designed to streamline donor management, fundraising, and communication efforts. It offers a suite of tools that enable organizations to manage donor relationships, automate routine tasks like gift acknowledgments and tax receipts, and execute targeted email campaigns. With features such as AI-driven donor insights and customizable dashboards, Keela empowers nonprofits to make data-informed decisions and enhance their fundraising strategies.

Our Customer Support Specialist acts as the voice of our customers across all Keela teams, such as Sales, Marketing, UX, Product and Development. This collaboration with all teams at Keela means that you'll also gain valuable experience in multiple fields within the technology industry. We are strong endorsers of providing everyone on the team the opportunity and experience they need to meet their long-term career plans. If you join the team, we'll help you curate side-projects that align with your interest. You'll also be a part of our unique inhouse Career Development program to help meet your potential and grow within Keela.

We love to teach, support and educate our team members. You'll be given A+ training from all teams at Keela to learn how to perform the below:

• Providing stellar technical support to customer service inquiries via email, online chat and phone

• Assist clients with reviewing and cleaning up spreadsheets for data migration

• Create written content to empower clients - whether it's training videos, how-to-articles, marketing documents or even presenting webinars if that's something that interests you
• Advocate for the customer by sharing ideas, feedback and suggestions with other departments in Keela.
• Things change fast around here We are always on the lookout for new projects and ideas to work on.

Requirements

• You have experience with assisting Customers both on the phone and via email
• You can stay organized and on track while juggling a couple of different balls
• You are competent in both written and verbal English
• You have lots of empathy You can understand the challenges our non-profit clients are facing. You possess a strong desire to engage our clients in friendly, genuine conversations to discuss challenges. You embrace opportunities to build meaningful relationships with them over time. They are heroes
• You are comfortable picking up the phone to assist with phone support responsibilities. You have a strong technical understanding; software and user interfaces should come easily to you.
• You have a strong aptitude for problem solving, to thoroughly troubleshoot technical issues and work with the development team to resolve them. You have a passion for learning and teaching — this is as much an educational role as it is a support role
• You want to grow, learn, and develop in your career - whether it's in Customer Success or any department in the technology industry.
• 3+ years of customer support, customer service or inside sales experience
• Technically proficient
• Basic understanding of Microsoft Excel
• IMPECCABLE written and verbal communication skills
• Experience using ChurnZero, Zendesk, Hubspot or ProductBoard is considered a bonus
• Non-profit experience considered a BIG bonus (paid or volunteer)

Benefits

If you need more convincing, here's the rest of it:

• Salary – The salary range for this role is between $20/hr - $24/hr USD for US candidates and $45,000 - $55,000 CAD for Canadian candidates. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.
• Paid Time Off
• • Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an 'end of year shutdown' which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.
• US: US employees are eligible for open or paid discretionary time off (take time when you need it), plus 11 days of public holidays, as well as an 'end of year shutdown' which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.
• Work remotely – We're a remote-first company - live and work wherever you're happiest.
• Training – We'll support you when you want to learn new skills or pay for conference or course tickets.
• Health Coverage & Retirement-
• • Canada & US: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement/401K.

If you have any questions or require accommodations in the interview process, please reach out to

Aplos, Keela and Raisely's Commitment to Equal-Employment, Diversity, Inclusion, and Equity

We know with diversity comes strength. Aplos, Raisely and Keela provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.