Senior Coordinator, Product Support

ABOUT LISTEN4GOOD

Want to help nonprofits increase their impact and strengthen their partnerships with the communities they serve? Listen4Good (L4G) is a fast-growing nonprofit helping social sector organizations increase their impact by gathering and using feedback from the people they serve. Our tools and coaching enable organizations to hear from their clients as well as other organizational stakeholders. Grounding our work is a fundamental belief that high-quality feedback, when fully embraced by organizations, can catalyze consistently inclusive and equitable relationships with clients (to learn more about our approach to equity, see the Listen4Good Equity Statement).

POSTION OVERVIEW

The Senior Coordinator, Product Support is a full-time, remote position that helps manage our web app, a proprietary platform integrated with SurveyMonkey that guides nonprofits through building feedback loops using L4G’s methodology. You’ll serve as the primary liaison between L4G’s user base, our team, and our technical tools — leading customer support, developing resources (support articles and tutorials), and helping manage product enhancements. You’ll also help with reporting and quality control of our Salesforce database (used to track participant progress) and MySQL database (used for reporting and benchmarking user data). Throughout it all, you’ll identify opportunities for improvement across user support and internal operations, creating scalable solutions that strengthen both our resources and team processes.

Our ideal candidate is passionate about helping nonprofits amplify the voices of the communities they serve, particularly those least heard in society. You bring both technical expertise and a commitment to social justice, racial equity, and inclusion. You’re energized by the opportunity to support organizations in using feedback while gaining hands-on experience with product operations at a mission-driven organization.

You’ll be managed by the Senior Manager, Product & Data Insights — collaborating on product strategy, troubleshooting technical challenges, and prioritizing improvements based on user needs. You’ll also partner regularly with our external engineering partners to coordinate bug fixes and feature implementations.

L4G is a small, collaborative team that values humility, humanity, and learning. A high degree of collaboration is expected across our various internal teams, particularly between this role and our programmatic team. We’re committed to excellence and keeping our work accessible, and we prioritize both individual and collective wellness. (Learn more about our values). As a remote team, we stay connected through regular video calls and gather two times per year in person to collaborate, learn, and strengthen our relationships.

RESPONSIBILTIES

Customer Support & Optimizing User Experience (40% of role)

• Provide thoughtful and responsive technical support to L4G users and team through our help desk (via Zendesk)
• Troubleshoot issues and coordinate bug fixes on the L4G web app with external engineering partners
• Analyze support trends and user feedback to identify product and process improvements
• Lead periodic user experience testing
• Help implement new features and update content on the L4G web app

Product Operations & Maintenance (20% of role)

• Streamline and document team processes
• Create and maintain documentation for our tools (e.g., the L4G web app, Salesforce, WordPress)
• Provide Salesforce support to the L4G team, including routine maintenance, basic troubleshooting, and reporting

Content & Resource Development (20% of role)

• Update web app content and help center articles to ensure programming fidelity across users
• Write new support articles, create tutorials, and lead demos in webinars
• Publish and maintain resources on Zendesk and WordPress
• Manage a directory of resources, summarizing all our resources and how they connect to each other

Data Operations Support (20% of role)

• Verify surveys are set up correctly in SurveyMonkey to enable aggregation of survey results across portfolios of organizations
• Support quality assurance for data aggregation, ensuring data is correctly populating in MySQL database
• Manage survey administration to get feedback and outcome data from L4G users to improve our own impact
• Assist with other special projects, as required

KEY SKILLS & EXPERIENCE

Experience:

• 3-5 years of work experience, particularly in a technical customer support or product support role. Nonprofit experience is a plus.
• Experience with survey tools (SurveyMonkey preferable) — programming surveys, setting up survey administration, and analyzing data
• Experience working in Salesforce — creating new fields, creating reports, troubleshooting flow issues
• Familiarity with help desk systems — managing user tickets and help articles (Zendesk preferred)
• Comfort with Google Sheets or Excel — working with and manipulating data. SQL familiarity is a plus.
• Experience with editing WordPress websites is a plus
• Familiarity with using AI to streamline processes is a plus

Key Skills & Qualifications:

• Highly organized with ability to juggle multiple competing priorities and time-sensitive requests while consistently meeting deadlines
• Can efficiently switch contexts from responding to customer emails, to troubleshooting a bug, to meeting with the team about process improvements
• Self-directed and proactive: you identify priorities, take initiative to advance work streams, and have a natural curiosity about how things work — with an instinct to dig in, understand systems, and refine them to work better
• Values collaboration within a highly participatory team and is comfortable working with cross-functional teams (product, engineering, programs) and different work styles
• Excellent written communication skills for user support
• Strong attention to detail, proactively checking your own work for accuracy and completeness
• Learning mindset: open to sharing and receiving feedback, asking questions, learning new systems and approaches, and pivoting in response to data
• Thrives in a dynamic work environment and sees change as an opportunity to grow
• Passion for helping users succeed with empathy for busy nonprofit users
• Commitment to social justice, equity, and inclusion, and an interest in lifting up the voices we seek to amplify. Excited to contribute to an inclusive team culture.

Must be able to move around a meeting space and attend in-person team meetings two times a year at a central location, typically Seattle, WA or San Francisco, CA area. Must be able to travel domestically on an airplane two times per year to and from the in-person team meetings.