Customer Success & Platform Support Specialist
About Go Raise It
Every year, schools and clubs across Australia and New Zealand need to raise money for the things that make a real difference: new playground gear, camp trips, team uniforms, library books. We make that easier. Go Raise It helps schools and clubs run fundraisers that actually work, and we're building our own platform to do it even better.
We're a small team with big plans, including expansion into the US and UK. That means the work matters, your impact is visible, and there's no hiding behind process.
Who we're really helping
The people running our fundraisers usually aren't professional fundraisers. They're parents, teachers and club volunteers who already have full-time jobs, busy families and a hundred other commitments, and who still put their hand up because they want their school or club to have more. They're squeezing fundraising into lunch breaks and late evenings.
Understanding that is at the heart of this role. The best support we can give them is fast, clear, and makes their job lighter, not heavier.
About the role
This is a hands-on technical role for someone who loves learning how things work, and uses that knowledge to help our customers fundraise better and get them back on track quickly when they hit a snag.
When things don't work the way a customer expects, like a payment that hasn't landed or a confirmation email that's gone missing, you're the one who gets to the bottom of it. You'll dig into platform settings, Stripe transactions, account setups and data to figure out whether it's user error, a config slip, or something genuinely wrong with the system, and then fix it yourself wherever you can.
But fixing problems is only half of it. You'll get to know our customers: what their school or club is like, what they're raising for, how much time they've actually got. Then you'll help them do better. You'll become an expert in what makes a fundraiser succeed, from timing and promotion to the platform features that lift results, and you'll share those tips in a way that fits a busy volunteer's life. The goal isn't just a closed ticket; it's a school that raised more than they expected and wants to do it again.
You'll also spend a good part of your day on the phone. That means calling schools and clubs we've worked with before to talk about their next fundraiser, and following up new enquiries to understand what they need. You'll own those leads: making sure every school or club has the right information, a clear plan, and a reason to get started. This is sales, but not the pushy kind. It's about having a real conversation, understanding what they're trying to achieve, and showing them how we can help them get there.
What you'll be doing
Getting to know our schools and clubs and understanding what success looks like for each of them
Coaching customers with practical tips and showing them platform features that boost their results
Onboarding new schools and clubs and guiding them through their campaigns
Onboarding and liaising with our wholesalers who provide campaigns on the platform
Setting up and configuring accounts, fundraisers, products and pricing, and getting the details right because those details hit people's wallets
Troubleshooting platform, payment, account and email issues, and resolving most of them without calling in a developer
Making regular outbound and sales calls to past and prospective customers, and making sure every lead has the right information and a clear plan to move forward
Keeping our CRM and help resources accurate and useful
Testing new features and products as we build them
This could be you if
You're the person friends call when their tech stops working, and you secretly enjoy it. You pick up new systems quickly and like understanding how the pieces connect. When something goes wrong, your instinct is to investigate before you ask. You can explain a technical fix to a busy volunteer without making them feel lost or talked down to.
You're naturally curious about people and pick up on what someone actually needs, not just what they asked for. You get a kick out of helping someone succeed, and you're always looking for the next idea that could help them raise more. You own a problem until it's sorted, and you double-check your own work. You're confident on the phone, enjoy a good conversation, and don't shy away from asking for the business when it's the right fit for the customer.
You don't need an IT qualification or a fundraising background. We'll teach you fundraising. What we can't teach is curiosity, logical thinking, empathy, and the confidence to back yourself on a tricky problem.
Where you'll work
We're based in Orewa, in a bright office with water views that's genuinely a nice place to spend your day.
We work together in the office, and there's a good reason for it. The best way to understand our customers is to hear what's happening across the team: the call someone just had, the fix someone found, the idea that helped a school smash its target. When we're in the same room, that knowledge travels fast, and every one of us gets better at helping the people we work with. You'll learn more in a month sitting alongside the team than you would in a year working on your own.
When you'd start
We're looking for someone to start on 20th January 2027. We may look at some training in December but if that doesn't suit, no problem, we'll plan around you.
Ready to apply?
Don't tick every box? Apply anyway. If this sounds like you, we'd love to hear from you. Send your CV and a short cover letter telling us why this role appeals and what you'd bring to it, to applications@raiseit.co.nz