Customer Activation Specialist

<h3>Accountabilities</h3><li>Review new accounts and inbound inquiries to verify that organizations meet established nonprofit and charitable eligibility requirements.</li><li>Maintain accurate and up-to-date customer records, verification details, follow-up activities, and task information within the fundraising platform and CRM.</li><li>Proactively engage qualified organizations by phone, email, and video calls to re-engage inactive sign-ups, address concerns, and encourage progression toward successful fundraising.</li><li>Guide customers through account setup, payment processing integration with Stripe, donation form creation, and campaign launch.</li><li>Deliver product demonstrations, onboarding sessions, and practical guidance tailored to customers with varying levels of technical confidence.</li><li>Respond to inbound customer questions about accounts, payments, and product functionality, resolving routine issues independently and escalating complex technical matters when necessary.</li><li>Monitor customer progress, identify activation bottlenecks, and follow up consistently to improve conversion from registration to active fundraising.</li><li>Track performance against agreed service, response-time, and activation targets while maintaining visibility into the customer pipeline.</li><li>Identify recurring customer questions and onboarding challenges, recommending improvements to follow-up processes, educational resources, and the self-service experience.</li><li>Share customer insights and fundraising-related feedback with Product, Marketing, and Customer Success teams to improve the customer journey and help more eligible organizations launch successfully.</li><h2>Requirements</h2><li>Experience in a customer-facing, sales, customer support, onboarding, fundraising, or operations role is an asset.</li><li>Strong written and verbal communication skills, with the confidence to assist customers by phone, email, and video and deliver clear product demonstrations.</li><li>Excellent organizational skills, attention to detail, and reliable follow-through, with the ability to manage competing priorities and maintain accurate records.</li><li>Sound judgment and the ability to assess organizations, understand customer needs, and apply eligibility criteria consistently.</li><li>Comfort working with technology and the ability to learn new software platforms, digital tools, and workflows quickly.</li><li>A proactive, resourceful, and solutions-oriented mindset, including the ability to research unfamiliar problems, work independently, and recognize when an issue requires escalation.</li><li>Motivation to work toward measurable goals, take ownership of customer outcomes, and persistently follow up to help organizations overcome obstacles.</li><li>Strong customer service instincts and the ability to explain technical processes in a simple, accessible way.</li><li>
<strong>Nice to have:</strong>Experience with nonprofits, charities, fundraising, SaaS platforms, payment technologies such as Stripe, or CRM systems such as Zoho CRM.</li><h2>Benefits</h2><li>
<strong>Compensation:</strong>Target annual compensation of $50,000–$60,000.</li><li>
<strong>Remote flexibility:</strong>Full-time remote work from Canada.</li><li>
<strong>Contract duration:</strong>Temporary contract expected to run through December 2027, with potential for extension depending on performance and business needs.</li><li>
<strong>Meaningful impact:</strong>Help nonprofit and charitable organizations raise funds online without platform fees, allowing them to retain 100% of every donation.</li><li>
<strong>Hands-on experience:</strong>Build practical skills across customer activation, onboarding, customer support, fundraising technology, and payment platforms.</li><li>
<strong>Professional development:</strong>Develop your problem-solving, customer relationship management, and operational improvement skills while working with digital tools and cross-functional teams.</li><li>
<strong>Ownership and visibility:</strong>Take responsibility for the early customer journey and contribute directly to improving activation rates and the overall customer experience.</li>