Client Advocate, Staff

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable resource for clients through various communication channels, including phone, chat, and ticketing systems.

• Analyze and resolve product and technical challenges by employing troubleshooting techniques, research, and root cause analysis.

• Manage customer cases from initiation to resolution, ensuring timely follow-ups, transparent communication, and precise documentation.

• Prioritize multiple tasks while maintaining responsiveness, quality, and customer satisfaction.

• Elevate complex issues with clear and actionable summaries.

• Cultivate expertise in YourCause products, integrations, support processes, and customer workflows.

• Generate and update knowledge base content utilizing KCS methodologies.

• Recognize recurring customer issues and trends, collaborating with internal teams to enhance products, processes, and customer experiences.

• Keep abreast of product updates, new features, and changes that affect customers.

• Utilize internal tools, automation, and AI-driven resources to boost support efficiency and quality.

• Employ sound judgment and critical thinking in the use of AI and support technologies.

• Streamline workflows, enhance customer interactions, and expand knowledge and skills.

• Promote accountability, collaboration, and a culture of continuous learning.

⛳️ Requirements

• Over 2 years of experience in technical support, customer service, IT help desk, or contact center settings, ideally with SaaS products.

• Proven experience assisting clients through various support channels, including phone, chat, and ticketing systems.

• Strong troubleshooting and analytical abilities, with the capacity to investigate issues beyond standard scripted responses.

• Experience in diagnosing and resolving technical or product-related problems directly with customers.

• Familiarity with case management or CRM systems such as Salesforce, Zendesk, or similar tools.

• Exceptional written and verbal communication skills, capable of explaining technical concepts to both technical and non-technical audiences.

• Strong organizational capabilities with the ability to juggle competing priorities in a fast-paced setting.

• Experience with Knowledge-Centered Service (KCS) practices or a readiness to quickly learn and apply them.

• A customer-centric mindset, ownership mentality, and dedication to providing timely, accurate, and empathetic support.

🏝️ Benefits

• Medical, dental, and vision insurance

• Remote-flexible workforce

• Wellness Programs

• 401(k) program with employer match

• Flexible paid time off

• Generous Parental Leave

• Donations for Doers

• Pet insurance, legal, and identity protection

• Tuition reimbursement program