📍 Job Overview

Job Title: Customer Support Specialist
Company: Bloomerang
Location: Remote, US
Job Type: Full-Time
Category: Customer Support
Date Posted: June 20, 2025
Experience Level: Entry-Level (0-2 years)
Remote Status: Remote (US only)

🚀 Role Summary

Bloomerang is seeking a Customer Support Specialist to provide exceptional service and day-to-day support to their non-profit customers. This role involves answering questions via email, live chat, and phone, ensuring proper software utilization, conducting new customer implementations, and developing training webinars.

📝 Enhancement Note: This role is ideal for individuals passionate about customer service, with a knack for problem-solving and a genuine interest in helping others. Previous customer support experience and familiarity with software technology are highly valued.

💻 Primary Responsibilities

Customer Support: Assist Bloomerang customers with software-related questions and troubleshoot issues via email, live chat, and phone.
Customer Onboarding: Conduct new customer implementations and provide training to ensure proper software utilization.
Webinar Development: Create and deliver training webinars for both customers and internal employees.
Documentation: Write and create help documents and videos to improve customer self-service and knowledge base.
Quality Assurance: Assist with software quality assurance and testing, providing feedback to the Product Development team.
Feedback Collection: Gather and communicate customer feedback and feature requests to the Product Development team.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to multitask while maintaining a positive attitude under pressure.

🎓 Skills & Qualifications

Education: A bachelor's degree in a related field or equivalent experience is preferred.

Experience: Proven experience in customer support, ideally within a software or technology company.

Required Skills:

Excellent written and verbal communication skills
Strong problem-solving abilities
Proficiency in using software and technology
Ability to work independently and in a team environment
Empathy and a genuine desire to help others

Preferred Skills:

Experience with customer support software (e.g., Zendesk, Freshdesk)
Familiarity with non-profit organizations and their unique needs
Basic knowledge of fundraising and donor management processes
Experience with webinar platforms (e.g., Zoom, GoToWebinar)

📝 Enhancement Note: While not required, experience with customer relationship management (CRM) software and familiarity with the non-profit sector can be beneficial in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Examples of previous customer support or success stories, demonstrating your ability to resolve complex issues and improve customer satisfaction.
Evidence of creating and delivering effective training materials, such as webinars or documentation.
Samples of your written communication skills, showcasing your ability to clearly and concisely explain technical concepts to non-technical users.

Technical Documentation:

Familiarize yourself with Bloomerang's software and documentation to ensure you can provide accurate and up-to-date information to customers.
Prepare a list of common customer inquiries and troubleshooting steps to help you quickly address their concerns.

📝 Enhancement Note: While a portfolio is not explicitly required for this role, providing examples of your customer support and training materials can help demonstrate your qualifications and enthusiasm for the position.

💵 Compensation & Benefits

Salary Range: The base hourly range for this position is $18.00 - $22.00. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws.

Benefits:

Health, vision, and dental insurance options
HealthiestYou, a 24/7 healthcare service
Competitive PTO package (20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays)
401k match
Equipment provided for remote work

Working Hours: This is a full-time, fully remote position. The working hours are Monday through Friday, with actual hours depending on timezone and business needs.

📝 Enhancement Note: While Bloomerang does not provide Visa sponsorship or relocation assistance at this time, they offer a competitive benefits package and the opportunity to work remotely for a mission-driven organization.

🎯 Team & Company Context

Company Culture: Bloomerang is a mission-driven company focused on providing excellent customer service and empowering non-profit organizations to raise more money and do more good in the world. Their core values are Simplify, Care, and Act.

Team Structure: The Customer Support team works closely with the Product Development team to gather feedback, improve software features, and ensure customer satisfaction. The team is supported by a dedicated manager who focuses on employee development and growth.

Development Methodology: Bloomerang uses an Agile/Scrum methodology for software development, with a focus on continuous improvement and customer feedback. The Customer Support team plays a crucial role in gathering and communicating customer insights to inform development priorities.

Company Website: Bloomerang

📝 Enhancement Note: Bloomerang's focus on non-profit organizations and commitment to customer service make it an attractive opportunity for individuals seeking a meaningful and impactful role in the tech industry.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in the customer support career path. It provides an excellent opportunity to develop strong communication, problem-solving, and customer service skills.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager, who is responsible for employee development, team performance, and customer satisfaction.

Technical Impact: In this role, you will have a direct impact on customer satisfaction and software improvement by gathering and communicating customer feedback to the Product Development team. Your ability to resolve customer issues efficiently and effectively will contribute to Bloomerang's overall success.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to a Senior Customer Support Specialist or Team Lead role within the Customer Support department.
Skill Development: This role offers the chance to develop and improve your communication, problem-solving, and customer service skills, as well as gain experience with software technology and non-profit organizations.
Technical Leadership: As you gain experience and expertise, you may have the opportunity to provide mentorship and guidance to new team members, contributing to the overall growth and success of the Customer Support team.

📝 Enhancement Note: While Bloomerang does not have a formal career progression plan for this role, they value employee development and growth, and there may be opportunities for advancement based on individual performance and company needs.

🌐 Work Environment

Office Type: Fully remote work environment, with no physical office location.

Office Location(s): N/A (remote work only)

Workspace Context:

Remote Work Setup: Bloomerang provides the necessary equipment for remote work, including a laptop, monitor, keyboard, and mouse.
Communication Tools: The team uses various communication tools, such as email, live chat, and video conferencing, to collaborate and stay connected.
Team Interaction: Remote team members stay connected through regular team meetings, one-on-one check-ins, and virtual social events.

Work Schedule: This role requires a consistent work schedule, with a focus on maintaining a high level of customer service and support during business hours.

📝 Enhancement Note: While working remotely can offer flexibility, it is essential to maintain a consistent work schedule and be available during business hours to provide timely and effective customer support.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss your background, experience, and fit for the role.
Customer Support Simulation: A role-play scenario to assess your customer support skills, problem-solving abilities, and communication effectiveness.
Final Interview: A conversation with the Customer Support Manager and/or other team members to discuss your fit for the role, answer any questions, and make a final decision.

Portfolio Review Tips:

Highlight examples of your customer support and training materials, showcasing your ability to resolve complex issues and improve customer satisfaction.
Prepare a list of common customer inquiries and troubleshooting steps to demonstrate your familiarity with the software and commitment to customer service.

Technical Challenge Preparation:

Familiarize yourself with Bloomerang's software and documentation to ensure you can provide accurate and up-to-date information during the customer support simulation.
Practice active listening and effective communication skills to better understand and address customer concerns.

ATS Keywords: Customer Service, Communication, Problem Solving, Troubleshooting, Software Technology, Non-Profit Organizations, Training, Webinars, Documentation, Customer Support Specialist

📝 Enhancement Note: While the interview process for this role focuses primarily on customer support skills and cultural fit, demonstrating your familiarity with Bloomerang's software and commitment to customer service can help you stand out as a strong candidate.

🛠 Technology Stack & Web Infrastructure

Customer Support Software: Bloomerang uses customer support software to manage and track customer inquiries and issues. Familiarity with software such as Zendesk, Freshdesk, or similar tools is preferred.

Webinar Platforms: Bloomerang uses webinar platforms to deliver training and educational content to customers and internal employees. Experience with platforms such as Zoom, GoToWebinar, or similar tools is preferred.

📝 Enhancement Note: While technical proficiency is not the primary focus of this role, familiarity with customer support software and webinar platforms can be beneficial in providing effective and efficient customer service.

👥 Team Culture & Values

Customer Support Values:

Empathy: A genuine desire to understand and help customers, putting their needs and concerns first.
Patience: The ability to remain calm and composed under pressure, handling difficult customers and complex issues with grace and professionalism.
Communication: Excellent written and verbal communication skills, with the ability to clearly and concisely explain technical concepts to non-technical users.
Problem-Solving: Strong problem-solving abilities, with a knack for finding creative and effective solutions to customer issues.

Collaboration Style:

Teamwork: Close collaboration with the Product Development team to gather feedback, improve software features, and ensure customer satisfaction.
Knowledge Sharing: Regular team meetings and one-on-one check-ins to share best practices, troubleshooting tips, and customer insights.
Continuous Learning: A commitment to staying up-to-date with software updates, new features, and industry best practices to provide the best possible customer service.

📝 Enhancement Note: Bloomerang's customer support team values empathy, patience, communication, and problem-solving, with a focus on providing exceptional customer service and maintaining a positive, collaborative work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Managing customer expectations and setting realistic boundaries to ensure customer satisfaction and maintain a healthy work-life balance.
Software Complexity: Navigating the complexities of Bloomerang's software and providing accurate, up-to-date information to customers.
Volume Management: Handling a high volume of customer inquiries and maintaining a consistent level of customer service and support.

Learning & Development Opportunities:

Software Familiarization: Becoming proficient in Bloomerang's software and staying up-to-date with new features and updates.
Customer Education: Developing a deep understanding of non-profit organizations and their unique needs, as well as fundraising and donor management processes.
Leadership Development: Gaining experience in mentoring and guiding new team members, contributing to the overall growth and success of the Customer Support team.

📝 Enhancement Note: While this role presents unique challenges, it also offers numerous opportunities for growth, learning, and development in the customer support and non-profit sectors.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for role-play scenarios that test your ability to handle difficult customers, resolve complex issues, and maintain a positive, professional demeanor.
Software Familiarization: Brush up on your knowledge of Bloomerang's software and be prepared to discuss its features, benefits, and any limitations or challenges you've encountered.
Non-Profit Industry Knowledge: Familiarize yourself with the non-profit sector and be prepared to discuss the unique needs and challenges faced by non-profit organizations.

Company & Culture Questions:

Bloomerang's Mission: Be prepared to discuss Bloomerang's mission and how your role contributes to their overall goals and objectives.
Customer Support Culture: Familiarize yourself with Bloomerang's customer support culture and be prepared to discuss how you would contribute to a positive, collaborative work environment.
Growth and Development: Be prepared to discuss your long-term career goals and how this role can help you achieve them.

Portfolio Presentation Strategy:

Customer Support Examples: Highlight examples of your customer support and training materials, showcasing your ability to resolve complex issues and improve customer satisfaction.
Bloomerang Software Familiarity: Demonstrate your familiarity with Bloomerang's software and be prepared to discuss its features, benefits, and any limitations or challenges you've encountered.
Non-Profit Industry Knowledge: Showcase your understanding of the non-profit sector and be prepared to discuss the unique needs and challenges faced by non-profit organizations.

📝 Enhancement Note: While the interview process for this role focuses primarily on customer support skills and cultural fit, demonstrating your familiarity with Bloomerang's software and commitment to customer service can help you stand out as a strong candidate.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit Your Application: Click the 'Apply' button on the job posting to submit your resume and cover letter.
Prepare for Phone/Video Screen: Review the job description and be prepared to discuss your background, experience, and fit for the role.
Research Bloomerang: Familiarize yourself with Bloomerang's software, mission, and customer support culture to ensure a strong fit for the role.
Prepare for Customer Support Simulation: Practice active listening and effective communication skills to better understand and address customer concerns during the role-play scenario.
Review Final Interview Tips: Reflect on your strengths, weaknesses, and how you can contribute to Bloomerang's mission and customer support culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Bloomerang before making application decisions.

Customer Support Specialist