User Relations Specialist

B Corp: 

Location: 

San Francisco, CA

Job Type: 

Full Time

Job Title: User Relations Specialist


Job Description:

About YouCaring

YouCaring is the leader in free online crowdfunding for personal and charitable causes. We empower people to help others overcome hardships and enjoy happier, healthier lives. Launched in 2011 and headquartered in San Francisco, YouCaring has helped people raise more than $450 million from friends, family, and strangers. If you believe in compassion, have a desire to help change the world for good, and want to work alongside a talented team of professionals who are working to unleash global grassroots philanthropy, give us a shout.

 

User Relations Specialist: Job Description

YouCaring (www.youcaring.com) aims to be the most loved and trusted crowdfunding site in the world. We are looking for a User Relations Specialist to join a team of highly motivated service professionals. Our mission to provide the best user experience in the crowdfunding space delivering friendly, honest, and timely responses to outreach from our users. You will be responsible for answering customer inquiries, and reporting upward on customer service and product trends. Our ideal candidate is analytical and empathetic, resourceful and determined. We are looking for someone passionate about helping others, and ensuring that people who come to YouCaring in a time of need can do so with comfort and confidence.

 

Responsibilities:

  • Maintain a customer service queue by actively answering emails.

  • Answer incoming live chat requests.

  • Provide timely, helpful and friendly responses to customer inquiries.

  • Monitor internal channels for questions on user experience and site performance.  

  • Stay abreast of product releases and ongoing team trainings.

  • Troubleshoot product issues and report bugs.

  • Escalate users to the appropriate company stakeholders when necessary.

 

Requirements and Qualifications:

  • Excellent written and verbal communication skills.

  • A quick thinker, capable of recognizing trends and responding in real time.

  • High level of empathy when working with users in a time of need.

  • Experience with helpdesk tools such as Zendesk, Desk and Intercom.

  • Experience using social media and moderation tools.

  • A fundamental understanding of web applications.

  • Experience working independently and delivering on goals.

  • Bachelor's Degree or 2+ years of equivalent work experience

 

Desired But Not Required:

  • Experience with Payment Providers, PayPal, Stripe, WePay, etc

  • Microsoft Office Suite (Word, Excel, Powerpoint)

  • HTML

  • Jira

 

Benefits:

  • 401(k) plan and matching, cell phone reimbursement

  • Full medical/dental/vision package to fit your needs

  • Three weeks of dedicated vacation time

  • Maternity and paternity paid leave

 

To Apply:

We value diversity and inclusion and encourage all qualified people to apply. If you require any accommodation in the recruitment process, please contact us with the “Need Help” button in the online application.

Please apply here: https://www.fitzii.com/apply/19742?s=bc