Customer Support Officer


Customer Support Officer

  • Zmluva na dobu neurčitú 
  • Plat od 28K € do 36K €
  • Možnosť pracovať iba na diaľku
  • > 3 roky




  • Softvér, SaaS / Cloudové služby, Mimovládne organizácie
  • Od 50 do 250 zamestnancov

Pracovná ponuka

Customer Support Officer

  • Zmluva na dobu neurčitú 
  • Plat od 28K € do 36K €
  • Možnosť pracovať iba na diaľku
  • > 3 roky

Who are they?

iRaiser est un éditeur de logiciels en mode Saas, 100% dédié aux organismes à but non lucratif. Nous travaillons pour des associations ou des ONG, des fondations, des partis politiques, des écoles, des universités, des musées, des organismes culturels, des institutions religieuses et des fondations d’entreprise.

Nous nous engageons à développer des logiciels innovants, éthiques et sécurisés qui leur permettent de collecter plus, d’augmenter leur visibilité et de sensibiliser davantage à leur cause, plus facilement.

Depuis 2012, iRaiser a aidé ces organismes clients à collecter plus de 1,3 milliard d’euros, devenant le leader européen de la collecte en ligne. Nous travaillons avec plus de 500 organismes dans +18 pays à travers le monde, parmi lesquels UNRWA, UNHCR, WWF, Médecins sans Frontières, Unicef, Salvation Army et Le Louvre.

iRaiser est implanté en France, en Italie, au Danemark, en Belgique, au Royaume-Uni et en Australie.

Nous proposons les modules suivants :
• CMS (pour réaliser des pétitions, des pages pour récolter des fonds, des pages de crowdfunding, …)
• Payment processing (gestion des paiements en ligne)
• CRM (pour gérer leurs donateurs, leurs adhérents, …)
• Marketing automation (emailings)

Want to know more about iRaiser?Company culture, jobs... Let's go for an immersion!
Visit the profile

Job description

What We Do
🚀💡💚 iRaiser is a software provider for not-for-profit organizations. We work for NGOs, foundations, educational institutes, cultural & religious organizations and corporate foundations. We provide nonprofits with software tools that enable them to raise more money, more visibility and more awareness for their cause with less effort.
iRaiser serves over 500 top organizations such as WWF, Red Cross, Doctors Without Borders, UNICEF, the Salvation Army and Greenpeace in 18 countries. Since 2012 iRaiser has helped organizations raise over 1.3 billion euros, making iRaiser the market leader for online fundraising in Europe. iRaiser has offices in France, the UK, Italy, Belgium, Denmark, and now Australia.

What we Offer:

  • 🚀 Join a fast-growing tech company with great core values
  • 🌍 Be a part of an international & passionate team with more than 14 nationalities and teams in several countries worldwide.
  • 💚 Work with world-changing organisations that are making a positive impact on the world
  • 👨‍💻 The ability to work remotely
  • 💶 A Competitive salary between 27 - 35k€ based on experience
  • 📜A full-time contract

🙋‍♀️🙋‍♂️🚀 In order to support our development, we are looking for a CUSTOMER SUPPORT OFFICER.

🎯 Your Mission
Within the Web Operations team of 10 people based in Europe, your mission will include the following:

  • Setting up new clients: configuration of client platforms (setting the right options, configuring the CMS, creating mailing templates) as well as third-party services (electronic payment terminals, registrar, Google Analytics, emailing services, etc.), monitoring and validation of implementation reports.
  • User support / assistance (B2B): user support, redirecting requests to the right people (level 3 support or developers or product marketing team),
  • Analysis and resolution of incidents: analysis, diagnosis and resolution of tickets in the HelpDesk, contact with customers.
  • Validation phase of the software suite: drafting of validation phase manuals, carrying out tests and reporting/monitoring anomalies, reporting on acceptance phases, validation of acceptance reports.
  • Internal and external training
  • Assisting sales teams
  • Drafting of documentation and feeding the knowledge base

📍🗺️ Location
Job location is flexible: in one of our different offices in France. Working remotely is also an option.

Preferred experience

🤓 Your Profile

  • Web marketer (CMS, CRM, Customer Relations) or similar position (customer support officer, customer success manager, …) with knowledge of or interest in digital.
  • You have real interpersonal skills, and your analytical mind and your reactivity allow you to coordinate your work with your internal and external contacts, whether they are tech or not.
  • You are highly organized and rigorous.
  • You are resourceful: whatever the problem, you never get stuck and always find a solution.
  • You like to discover and learn: you do not hesitate to update your knowledge to be able to face new situations.
  • You speak English and French fluently
  • You have outstanding planning, time management and multitasking skills
  • You are flexible in terms of working hours and ability to travel
  • You are comfortable working alone or remotely
  • You are passionate about our products and our mission (or at least, you will be soon)
  • If you have a good knowledge of fundraising and you worked for a non a profit organization it would be a plus
  • Required skills: CMS, HTML, digital
  • Strongly recommended skills: Web marketing, CRM
  • Appreciated skills: Google Analytics, non-profit, web project management

Recruitment process

  • Step 1: Apply by sending your CV and explain why you want to join us!
  • Step 2: Interview with Yann, Web Operations Manager
  • Step 3: Meet with a Customer Support Officer
  • Step 4: Interview with Tony, COO


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