POSITION SUMMARY
Humanitru is an integrations-first software platform for nonprofits that empowers organizations to centralize their data and streamline their operations. By connecting with leading platforms like Mailchimp, QuickBooks Online, DonorSearch, and other best-in-class tools, Humanitru replaces legacy CRMs and eliminates data silos, giving nonprofits a unified view of their supporters and operations.
We are looking for a results oriented Customer Support Manager eager to have a huge impact at a high-growth SaaS company. You’ll be joining our growing (remote) team in Richmond as we continue to expand across the country.
You’ll have the opportunity to manage the entire post-onboarding customer journey and use your experience to build out a process-oriented customer support team who truly cares about ensuring customer growth and satisfaction. As a self-starter, you’re passionate about building and implementing processes, going above and beyond to cultivate strong relationships and establish rapport with all internal and external stakeholders, all with an eye toward scalability and exceptionally happy customers.
This role also involves collaborating closely with all areas of the business, driving innovation to ensure that the Humanitru customer journey is a world-class experience.
OUTCOMES
Maintain a CSAT score of 90% or higher
Create a Customer Support Scorecard to track baselines and goals
4.7 G2 rating
90% Hiring Success Rate*
* Hiring dependent on Company goals, metrics as needed
DUTIES
Develop deep product knowledge to ensure customers are able to fully utilize the Humanitru platform and realize their goals.
Develop processes to analyze and ensure customer satisfaction and improve the customer service experience with a value-based response approach (ex: CSAT scores).
Develop processes to analyze and ensure customer satisfaction and improve the customer service experience with a value-based Help Center approach (ex: search terms with no results, article helpful ratings).
Drive long term customer loyalty.
Set baseline goals for average time to close, average time to first response, chat wait time, support volumes, time in ticket pipeline status, and ticket reply count.
Develop, implement, and maintain a Customer Support playbook. This may include implementing a tech stack.
Monitor and provide strategic feedback to Marketing Team on most commonly asked support questions and/or most accessed Help Center articles to address client needs in a proactive and scalable way.
Monitor and provide strategic feedback to Product Team on most commonly asked support questions and/or most accessed Help Center articles to address client needs in a proactive and scalable way.
Contribute to Customer Success Team customized project plans for customers to increase product use, customer revenue, and user satisfaction.
Collect and share customer feedback with Implementation Team to improve the customer onboarding experience.
Collaborate with sales, marketing, product, and support teams to ensure a seamless customer experience throughout the lifecycle. This may include processes around new product development communications and trainings to Customer Support stakeholders.
Conduct quarterly performance reviews for all direct reports to ensure their outcomes and job duties are fulfilled.
Possess and maintain a culture of listening, problem-solving, confidence, patience, politeness, tact and diplomacy with customers. Contribute to prioritization planning of budgets, staffing, and expenses.
CULTURE
Transparent Communication
We pride ourselves on honest and transparent communication; preferring to over communicate than not communicate at all.
Innovative Problem Solving
We exist to not re-create the wheel, but to take the initiative to come up with new ways to solve old problems. This applies to our technology, our processes, our product lines, and our team.
Commitment & Accountability
We are committed and accountable to our customers and our team. When we say we will do something, we will do it. We do this through deep empathy, putting ourselves in our customers and teammates’ shoes to reach a deeper level of understanding and solve the right problems.
Hungry for Achievement
We strive to be the best in our industry. We can always do more for and learn more from each other.
Empathy
We put ourselves in our client and teammates’ shoes to reach a deeper level of understanding and solve the right problems.
WHY HUMANITRU
At Humanitru, we are more than just a company—we’re a team of passionate individuals who care deeply about the work we do and the impact we make. We are a remote-first company headquartered in Richmond, VA, offering the flexibility to work from wherever you thrive while staying connected to a collaborative, supportive, and dynamic team.
We believe in the power of teamwork and innovation, and every member of our team is a valued contributor to our shared success. We foster an inclusive culture where new ideas are encouraged, diverse perspectives are celebrated, and everyone has the opportunity to make their voice heard. Collaboration is at the heart of everything we do, and we love tackling challenges together, whether it's brainstorming creative campaigns, fine-tuning strategies, or celebrating a job well done.
What sets us apart is our passion for the nonprofit sector and our dedication to our clients. We partner with mission-driven organizations, helping them achieve more through innovative technology and thoughtful support. When our clients succeed, we celebrate right alongside them—because their victories are our victories.
At Humanitru, you’ll find not just a workplace but a mission-driven environment where you can grow, make an impact, and help uplift the nonprofit sector. As a minority-and-woman-founded company, we are committed to diversity, equity, and inclusion—values that shape both our internal culture and the work we do every day.
If you’re looking to join a team where your ideas, talents, and contributions matter—and where your work has the potential to make a meaningful difference—Humanitru is the place for you.
