Your Company:
As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.
Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.
We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers", all on a 4 day workweek, you've come to the right place.
But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.
Product Support Representative
Compensation: $40,000 base salary + up to 10% company bonus potential.
Benefits: Health, dental, vision, 4-day work week, Summr and Wintr breaks, paid vacation + Unlimited sick time.
Your Work:
Feathr Product Support Representatives play a key role in client success and user experience within the app. We work closely with the Product, Implementation, Education, and the Customer Success Teams to provide excellent customer care and application support to both clients and members of the Feathr flock. In addition to working one on one with clients to troubleshoot errors and issues the Support Team is responsible for managing third-party software needs for various campaign types. We maintain communication with all users to keep them informed of issues and updates within the app. We use our in-app familiarity and our customer connections to develop more streamlined user experiences.
Product Support Representatives work individually, but in a collaborative environment. We work together to adapt quickly to the changing needs of our customers. We are a team first and we are looking for someone who will add technical and cultural value.
Your Experience:
Your Qualities:
Multitasking - Ability to balance multiple priorities and effectively handle changing situations.
Focused - Not easily bothered in a fast-paced work environment with pre-defined deadlines.
Organized - Ability to successfully follow defined processes and procedures.
Problem Solving - A positive and proactive problem solver with an ability to solve customer issues efficiently and courteously
Service Focused - You are customer-oriented and love helping people. You have a desire to create a top-notch customer experience.
Technical Skills - Strong computer skills and the ability to effectively communicate through email.
Detailed - Attention to detail and exemplary documentation skills are required. Able to provide feedback to leadership of noticed trends and issues.
Communication - Excellent oral and written communication skills.
Self-sufficient - Able to seek answers independently using resources at your disposal.
Your Day:
Respond to inbound customer questions via email and chat
Ensure high customer satisfaction in all your interactions
Loop in appropriate team to customer issues or opportunities to reach out
Help define support processes and metrics
Create and maintain support materials
Always willing to find answers to all questions addressed to them
Log all help desk interactions and document resolutions
Compensation:
$40,000 annual base salary + earn up to a 10% bonus based on individual and company performance.
In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated implementation team.
Location:
This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.
Interview Process:
As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.
Information Screen - 30 minute virtual interview with the Talent Acquisition Specialist to better understand your experience, skills, and qualities as it pertains to the role requirements. This is also an opportunity for you to ask questions about the company, culture, and overall working environment.
Work Assignment- Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes, and candidates are given multiple days to work on the project.
Panel Interview - 60 minute virtual interview. Our Panel Interview is an opportunity for you to meet with multiple team members at once. Each panelist brings a unique perspective and expertise to the conversation.
This format allows us to comprehensively evaluate your skills, experience, and competencies as it relates to the role requirements. It's a chance for you to showcase your abilities and learn more about the diverse talents at Feathr.
Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. At this time, we will collect and reach out to candidates’ references. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.
After all the details of the informal offer are finalized, the candidate will receive their formal offer.
Accommodations
If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.
Benefits & Perks
We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.
4 day workweek
Full vision and dental, 99% health insurance
Flexible Work Schedule
Unlimited sick time for when you need to take care of your physical or mental health
Vacation Time
Extended Summr + Wintr Breaks
Parental Leave
Wellness Reimbursement Credit
Home Office Stipend
Professional Development Budget
Team hangouts and events
You can read more about Feathr's decision to move to a 4-day workweek here .
Culture:
Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.
Practicality: Am I incrementally improving something or delaying perfection?
Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve
the real challenges?
Clarity: Is my audience understanding what I’m communicating?
Trust: Am I being sincere and trusting others to do the same?
Service: Am I expecting more from myself than from others?
This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.
Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.
