YourCause Client Advocate, Staff
Core
Staff-level Client Advocate providing technical troubleshooting and customer care for nonprofit administrators and employees using the YourCause platform.
Role type
Staff-level Client Advocate (Technical Support)
Builds
Customer support operations and knowledge base content for the YourCause SaaS platform
Domain
Nonprofit technology / SaaS support
Deliverable
client delivery
Required skills
technical troubleshooting, root cause analysis, case management, CRM platforms (Salesforce/Zendesk), knowledge base creation (KCS), multi-channel support (phone/chat/ticketing), analytical skills
Preferred skills
experience with SaaS products, familiarity with AI-powered support tools, experience with Knowledge-Centered Service (KCS) practices
Responsibilities
investigate and resolve product and technical issues, own customer cases from intake through resolution, create and maintain knowledge base content, identify recurring customer challenges to improve products and processes, escalate complex issues with actionable summaries
Seniority
Staff, hands-on IC with strategic impact