Senior Coordinator, Product Support (Remote)
Position 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.
Responsibilities
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 & Qualifications
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.
Location & Compensation
This position can be based anywhere in the United States. Our team works remotely and is generally available and online Monday-Friday from 9am-5pm in their time zone. This position will work in the home or space of the incumbent’s choosing.
This role will be a full-time salaried position with an anticipated base annual salary range of $66,000 – $85,000 depending on location and experience. This position will also have access to benefits including medical, dental, vision, and 401(k) match, as well as sick, vacation, and paid holiday time through our PEO, JustWorks.
We welcome applications from all qualified candidates. We strongly encourage applications from women, people of color, bilingual and bicultural individuals, and members of the LGBTQIA+ community. No applicant will be discriminated against based on race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical condition, including acquired immune deficiency syndrome (AIDS) and AIDS related conditions.
How to Apply
Please apply via our application form and include the following:
- A cover letter that explains why Listen4Good’s work excites you and why this particular role is a fit for you. In your cover letter, please tell us about a time you identified a recurring problem in customer support or internal processes and took initiative to solve it. What was the problem, what solution did you implement, and what was the outcome?
- Your resume.
Applications will be considered on a rolling basis, so please apply as soon as possible for consideration.
We anticipate making an offer for this position by February 14, 2026. For questions, contact us at careers@listen4good.org.
