Community and Customer Support

Summary

Do Nation is a small but well established B Corp running a high-impact climate action platform. We’re on the verge of launching a new version of our platform to the world, in collaboration with 17 organisations including TED and the UN Environment Programme. Together, we’re aiming to mobilise 1 billion people to take action on climate change by 2030.

It’s a big moment for us, making for an exciting time to join a small but rapidly growing team.

Overview of the role:

First and foremost, we’re looking for someone to help us manage our user support - responding to routine enquiries and requests, feeding these in to our technical team, and generally helping us to finesse our (brand new) user helpdesk.

We are also looking for support on driving customer success - helping to make sure that our partners get the most out of our platform, encouraging as many of their people as possible to take climate action.

There are many opportunities to develop into - with the ability to lend a hand in areas ranging from operations, marketing, sales, to product and bookkeeping. WIth our users being at the very core of our business, this user support role will help you to develop a strong understanding of our platform from which to grow.

The ideal person will be very tech-savvy, full of initiative and self-drive, and have clear, friendly communication skills.

This is a part time role with flexible hours, to be based remotely anywhere within the UK, starting at 3 or 4 days / week.

Details of the role:

Some of the tasks we’re looking for help with include:

  1. User support - responding to user queries, such as questions about their pledges and subscriptions, and developing the way we support our community.
  2. Managing partner relationships to make sure they are getting the most out of the platform and we’re offering them the support they need.
  3. Helping partners set up their team pages - enabling them to run their own customised climate action campaigns.
  4. Managing website and email content - such as updating information and media on the Do Action pages and pledge emails.
  5. Compiling case study content - seeking out powerful stories and quotes from users to help bring our impact to life, and helping to turn this into shareable content.

With other tasks to be added based on your skills, experience, and interests.

What we’re looking for:

We’re looking for someone who is...

  • Super quick to learn their way around new digital tools and platforms - a proud digital native
  • Has a naturally friendly-but-professional and positive communication style
  • Interested and excited by the challenges and opportunities of sustainable living - this is our lifeblood
  • Full of initiative and self-drive - as a tiny team, we expect you to be able to get on with your work with little supervision and minimal support
  • Super systematic in doing and documenting their work - as a remote team, this is key
  • A firm believer in Do Nation’s mission
  • Truly fluent in English

You must be able to demonstrate:

  • Experience in using a combination of digital tools such as a CMS, email marketing platforms, and project management tools. If you’ve got experience setting up these systems from scratch, that’s a big bonus.

It would be a bonus if you have:

  • An understanding of some of the key issues around climate change, sustainability, and the role of individual action
  • Experience in customer success management
  • Experience in running citizen or employee engagement campaigns
  • Experience in corporate internal communications

About Do Nation:

Do Nation is all about encouraging healthy, environmentally friendly habits. We have developed an online platform where anyone can either make a pledge or run a campaign to raise pledges - pledges to do things like cycling to work, wasting less food, or using reusable coffee cups.

Since 2013 we have been running successful campaigns with organisations including innocent drinks, Pret a Manger, and Network Rail, helping them to encourage their employees to make pledges and save carbon, water, and waste.

We’re a small, nimble, and committed team - we’ve tripled in size over the last 2 months, to a whopping great team of 6, spread between Edinburgh, London, South Wales, and the French Alps. We strongly believe in the potential of our unique model to create a wide scale, meaningful impact on one of the most important issues of our time, and we’re hungry to deliver on that.

As part of this collaborative project, we’re working closely as part of a team of around 70 people from across 17 organisations, making the team feel a lot bigger than it really is - and the opportunities for learning and development are almost unlimited. This is a unique opportunity to join a well-established but tiny start-up as part of it’s core team.

While we are commercially focused, social impact is the fuel that drives us - and as such, we are proud to be a certified B Corp. We have an attractive employee benefits package, including training budgets, volunteering days, and slow travel policies.

Details:

  • Start date: Mid November
  • Deadline: Friday 16th October
  • Salary: £25,000 - £28,000 (full time equivalent, to be pro rata’d to 4 days / week)
  • Hours: 4 days / week at first, with potential to increase.
  • Other benefits: 31 days holiday (+1 day for each year worked with us), including bank holidays; slow travel holiday bonus; pension contribution; flexible work policy; annual training budget; 2 volunteer days / year; potential for equity through employee option scheme.
  • Location: UK based remote working, with the ability to meet a few times a year in London, Edinburgh, or Chamonix, France.
  • To apply: please complete this application form.

A note on diversity:

At Do Nation, we value diversity - of opinion, ethnicity, gender, religion, disability. and background amongst others. Given we’re all about engaging the population at large, it’s particularly important that our team understands and reflects the diversity of the population as far as is possible given our tiny size. We encourage applications from all corners of society, and are committed to building a culture of inclusion throughout the business.