Customer Support Specialist - Raisely

About Velora:

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.

About the role

Location: We're hiring in Canada for this role and only considering candidates located in BC, AB, MB and ON.

Raisely is an all-in-one fundraising platform built to help nonprofits and charities launch impactful digital campaigns without needing technical skills. With tools for creating branded donation pages, managing supporters, and tracking campaign performance, Raisely makes it easy to run peer-to-peer fundraising, recurring giving programs, and donation appeals.

Trusted by over 2,000 organizations worldwide, Raisely has helped raise more than $1 billion AUD. As a certified B Corporation, it operates on a mission-driven model—offering its core platform for free and sustaining itself through optional contributions. Raisely is designed for scalability and impact, enabling teams to fundraise confidently and focus on what matters most: their mission.

Raisely helps nonprofits across the world bring their fundraising ideas to life. We're a purpose-driven remote team, spread across 7 countries and 17 cities. Raisely's Customer Support Specialists are our phenomenal front-line support team for our customers. They are product experts who understand best-practice fundraising, and how to bring a campaign to life on our platform.

You'll be responsible for working closely with customers over our email support channels. On any single day you will be helping a charity set up a campaign, troubleshooting an issue you've found, tweaking the design of a page using CSS, or helping write clear and helpful documentation for our customers to find and use.

Beyond the day-to-day, you'll play a pivotal role in improving Raisely. You'll regularly bring customer feedback into our product roadmap, and partner with our engineering team as new features are built. You'll have opportunities to share your expertise on webinars, our blog, and in best-practice guides and videos, as well as have opportunities to work with the rest of the team on our quarterly goals.

We're on a mission to create the world's first unified cloud platform for nonprofits. We empower nonprofits to connect with supporters, build impactful fundraising campaigns, and drive contributions to meaningful causes.

We're a remote, mission-driven team spanning the globe, passionate about empowering nonprofits to amplify their impact. We value curiosity, collaboration, and creativity, leaving egos at the door while working toward innovative solutions for world-changing customers.

What will you be doing (your role)?

Here are some things that you might tackle in your first few months. Importantly, we'll be here to support you along the way.

• Reply to questions in our support queue and expertly guide customers as they create their fundraising campaigns.
• Complete full reviews of campaigns before they go live, spotting little errors and opportunities to improve.
• Workshop new features with your peers, analyzing customer feedback and presenting it clearly in a feature pitch.
• Help craft helpful and easy-to-follow documentation to guide users on Raisely.
• Solve issues reported by our users, log bugs, and follow up with the engineering team to fix them quickly, as well as test beta versions of new features to spot potential issues and ensure our users have a smooth experience.
• Brainstorm with the team to find ways to make the Raisely customer experience even more amazing.

What we're looking for (requirements):

• You're technical & product-minded for our customers
• You have basic web coding knowledge (HTML & CSS), some experience in debugging API, integration & webhook issues, analytical skills, and the ability to navigate product processes, advocate for improvements, and collaborate with engineering and product teams.
• You're a quick-learner & self-driven
• At Velora, we're constantly evolving our products and making them work seamlessly across our brands. You're comfortable picking up product knowledge on the fly and are self-driven to seek out information and understand how to support customers using different products.
• You're an empathetic communicator
• You have strong communication skills, empathy, and problem-solving abilities and can handle a high volume of support tickets while maintaining quality and customer satisfaction. You will inject your unique personality into your words within the support queue and you'll spend every day speaking to passionate people, helping them create campaigns with a substantial impact in the world. For many of our customers, it's their first time doing something like this. You'll lean on your empathy to understand their goals, and support them in a way that will work for their unique situation.
• You thrive on solving problems
• Anyone on our Customer Success team will tell you that no day is the same. You've got to love understanding a problem and digging into it independently. Digital products come naturally to you, and you love playing around with something and getting it to work by yourself.
• You care about making a difference
• Yeah, we're all here because we want to make the world better (and by that we mean a carbon-neutral utopia with world peace and just laws, where all people are treated the same with equal opportunity to thrive). So you've got to want that too! Bonus points if you know a little bit about the fundraising world.

Why work with us?

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

• Salary – Pay range depends on location and is $55,000 - $65,000 CAD Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.
• ️ Remote work & leave – We're a remote-first company. Everyone gets 4 weeks paid leave plus 11 days of public holidays, to be taken when you like, as well as an 'end of year shutdown' which is an extra 2 week company holiday. Plus, you are entitled to paid sick leave and personal days.
• Work remotely – We're a remote-first company - you have the flexibility to work at home or around different areas within Canada. You're able to enjoy the ability to "work-cation" as well in other countries.
• Training – We'll support you when you want to learn new skills or pay for conference or course tickets.
• Co-working Budget - Tired of working from your home? No sweat! We offer a monthly budget for co-working access.

Interview Process:

We want to make this process as transparent to you as possible so that you know what to expect. We want to make sure that we are respecting your time so we've tried to make the interview process straightforward. Here is our current interview format

• 30-Minute Phone Screen - You'll have a quick call with our Customer Support Manager to discuss your experience, your interest in the role, and to get a sense of your fit with our team.
• 2-Hour Writing Assessment - Since writing is a crucial part of this role, we've designed a writing assessment to give you a taste of the kind of work you'll be doing. You'll receive sample questions that could come through our support inbox and we'll assess how you craft your responses.
• 1-Hour Panel Interview - You'll meet with a few team members you might be working with to discuss your approach, problem-solving skills, and how you align with our values. This is also your opportunity to ask questions and get a feel for our team dynamic.
• 30-Minute Interview with VP of Customer Experience - You'll meet with our VP of Customer Experience, where you'll have further opportunities to ask questions about the company as a whole

If you have any questions or require accommodations in the interview process, please reach out to recruitment@joinvelora.com.

Velora'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.