Job Application for Customer Support Specialist at News Revenue Hub

Rate of pay: $30 per hour
Hours: 8-10 hours per weekend, with the potential to increase and add weekday hours
Reports to: Sr. Project Manager, Customer Success

Applications will be reviewed on a rolling basis until the position is filled.

The News Revenue Hub is a mission-driven organization that builds software and offers consulting to help news organizations grow their revenue by collecting voluntary reader contributions. Our products include News Revenue Engine, an all-in-one contribution management platform, as well as RevEngine’s proprietary integrations with Salesforce, a CRM, and the email marketing platform Mailchimp.

The Hub’s customer support specialists interact directly with the hundreds of news organizations that rely on our software to raise revenue from their audiences. They have a deep understanding of our users’ needs and challenges, and a desire to provide them with the best possible experience on our tools.

The person in this role will provide customer support during weekend hours.

Job responsibilities include:

Customer support
- Use our customer service management system, Jira, to field and manage customer support requests. Serve as first point of contact on our service desk during weekends and holidays, working to quickly and completely resolve customer issues
- Triage and reassign tickets to internal subject matter experts when necessary, providing the customer with proactive updates and advocating for them internally to see that their issue is resolved
- Translate customer pain points into actionable data by documenting bugs and user stories
- Ensure that common inquiries and their responses are documented in our knowledge base
- Contribute to existing documentation; rewrite it when it’s unclear, adding details or making it more engaging when needed.

Provide prompt and professional support to customers and clients using News Revenue Hub’s proprietary software products

Product support
- Follow best practices to evaluate suspicious payments and promptly approve or deny them.
- Develop an understanding of our fraud rules to provide support to RevEngine users and their contributors when they inquire about flagged payments

Manage the RevEngine quarantine queue and vet contributions made on our platform that have been flagged for potential fraud.

Services
- Build and test Mailchimp campaigns and automations
- Create Salesforce reports for fundraising campaign analysis
- Become an expert on RevEngine, our contribution management platform, to help users publish and optimize their contribution pages, manage their data and understand differences between our free and paid tiers

Build proficiency on our integrated platforms to help customers execute tasks that leverage donor data

This role might be for you if you:

Have at least one year of customer service experience
Have experience with SaaS customer service
Are familiar with the tools we use (including Salesforce, Mailchimp, Jira)
Are a strong communicator who works well independently and in a fully remote environment

Even if you don't fit all of these criteria, we welcome your application to learn more about you and the potential fit.

About News Revenue Hub

We are a 501(c)3 nonprofit organization that works with news outlets to develop stronger business models and more loyal audiences. We help our clients become sustainable, allowing them to fight misinformation, keep the public informed, and hold elected leaders accountable. We provide a robust technology infrastructure specifically designed for journalism fundraising, along with customized strategies for audience and membership and donor development.

We work with over 60 news organizations and have had the opportunity to work on projects with big impact. Our approach to sustainability is holistic and we work closely with editors and audience strategists as we do with membership officers and fundraisers.

News Revenue Hub works with news organizations to implement fundraising models, automate time consuming processes, conduct experiments, adopt best practices, and more. Our mission is to help newsrooms achieve financial sustainability and take on the heavy lifting so our members can focus on what they do best: producing high quality journalism.

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Customer Support Specialist

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