Customer Activation Specialist

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