Client Success and Support Specialist
VolunteerLocal
Technology | Full Time | Remote | Des Moines
Posted: 8/4/26
Job Description
You'll be the person new clients work with to set up their VolunteerLocal account, as well as the person current clients reach out to for support.
Retention and satisfaction are the outcomes that matter most — your work directly affects whether clients stay with us year over year and send new customers our way.
Onboarding
Train new clients on account setup. The goal is a confident go-live, usually completed over Zoom.
Import client volunteer data into their accounts. This is hands-on technical work: CSV files need to be formatted correctly and imported into the appropriate areas of the account.
Notice where clients get stuck during setup, and feed that back to product and the help center.
Support
Handle inbound support across email and voicemail. Aim to respond within 3 hours during working hours.
Use judgment about communication methods. If email isn't resolving the issue, consider a return phone call or a scheduled Zoom to help move things along.
Keep ticket and customer data accurate across Zendesk and the CRM, so the team has a reliable record of every interaction.
Product testing and QA
Reproduce reported issues in the platform before forwarding to development or product, so escalations arrive with a confirmed problem and clear steps to reproduce, not a guess.
Assist with testing new feature releases across the key account scenarios to confirm they work in real client conditions before clients see them.
Product knowledge and insights
Maintain and improve the self-service knowledge base as the product changes.
Distribute end-of-ticket satisfaction surveys (a light NPS-style signal) and flag both standout positive feedback and recurring concerns for the team.
Summarize what you're seeing across onboarding and support into themes that leadership can act on.
Deadline to Apply 9/30/26
Address
Other Formal Training
Nice to have, not required: familiarity with Zendesk or similar help desk/ticketing/CRM tools, AI fluency (strong prompts, critical evaluation of output, knowing when AI is the right tool), a habit of taking initiative without waiting to be assigned things, reading clients well, tone, hesitation, what's really being asked behind what's literally being asked and comfort moving between Zoom meetings, written support, and quiet focused work in the same day.
Benefits
Access to health insurance (VolunteerLocal pays 100% of the monthly premium, capped contribution of $1,500/mo)
Access to dental insurance (VolunteerLocal pays 100% of the monthly premium)
Access to vision insurance (VolunteerLocal pays 100% of the monthly premium)
Access to long and short term disability insurance
Flexible PTO
Workspace equipment to support your remote setup (computer, monitor, chair)
About the Company
VolunteerLocal is a volunteer management platform used by nonprofits and event organizers around the world.
Our clients are nonprofits like food banks, community organizations, and animal shelters, where volunteers are the backbone of operations. Others are festivals, races, and other episodic events with thousands of participants and concrete dates. Our clients span the full spectrum of technical ability, but the stakes of their work are always real.
We're a team of three. Everyone's work is visible, and what you do affects clients running events that matter. We value open-mindedness, intellectual honesty, and a willingness to see things from someone else's perspective.
Travel Required
Resume Required
No
Contact Person
Brian Hemesath