Double Good’s mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.
Location: This role will require an onsite presence at our Elmhurst location 2-3 days per week.
About the role:
Provide timely, accurate, and empathetic support to customers via email, chat, and phone, ensuring resolution of inquiries and issues related to orders, fundraising events, product information, and account management. This role plays a key part in delivering an exceptional customer experience that builds trust and brand loyalty.
- Hours: 40 per week (Sunday - Thursday from 12pm - 9pm CT)
- Directly supports customers across the US in real-time.
- Works cross-functionally with shipping, product, and technical support teams to resolve escalations.
Responsibilities:
- Respond to and resolve customer inquiries through email, chat, social, and phone within established SLAs.
- Provide accurate and complete resolutions on the first attempt whenever possible.
- Adapt communication tone to match customer sentiment, showing empathy and professionalism.
- Troubleshoot order, account, and platform issues; escalate to appropriate teams when necessary.
- Accurately categorize, tag, and document all tickets in the support system.
- Follow established policies, templates, and best practices in every interaction.
- Track recurring issues and escalate patterns to leadership for continuous improvement.
- Participate in team meetings, training, and coaching sessions.
- Contribute feedback to improve macros, knowledge base articles, and processes.
- Support peak-season demand with occasional overtime if required.
Experience & Skills we value:
- Excellent written and verbal communication skills.
- Strong problem-solving and critical thinking abilities.
- Ability to manage multiple tickets simultaneously and prioritize effectively.
- Proficiency with customer support platforms (e.g., Kustomer, Zendesk, Freshdesk, or similar).
- High emotional intelligence and adaptability in customer interactions.
- Reliable internet connection
- High School Diploma or GED equivalent
- 1–2 years in customer support, call center, or help desk environment
Nice to have and/or you’ll learn:
- Experience with eCommerce or fundraising platforms
- Familiarity with shipping/logistics workflows
- Familiarity handling and protecting sensitive user data such as payment information, EINs, SSNs, etc
- Previous experience with automation or AI-driven support tools
- 2+ years in remote customer support for eCommerce, SaaS, or retail
Equal Pay Disclosure(s):
We’re on a mission to create more joy in people’s lives, and that includes our internal employees. We create a place people love to be a part of, where people can discover and practice their unique skill sets, a place where they can contribute and do their best work. We do this by offering our employees a competitive compensation & benefits plan.
Base Pay range for this position:
- $24 per hour plus $0.50 per hour shift premium for 2nd shift and $1.00 per hour shift premium for weekends
- Target Annual Bonus: 10% of base salary
The final discretionary compensation that will be offered for this role depends on a variety of factors, including job-related knowledge, skills, experience, and market location.
Work Authorization Requirement:
This position requires current authorization to work in the United States. We do not provide visa sponsorship, including support for F-1 Optional Practical Training (OPT), STEM OPT extensions, or other temporary work authorization programs.
Benefits:
- Double Good offers competitive benefits including medical, dental and vision coverage with plans that can fit each teammate’s needs. We offer immediate vesting in our 401k plan, paid time off, company-paid leaves and other perks including a Popcorn Allowance (yup, free popcorn!).
- Visit the Careers page on our website for more information at https://www.doublegood.com/careers.
Double Good is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability. The EEO is the law and is available here. Right to Work Statement (English and Spanish).
Top Skills
What We Do
Double Good is a company built on creating joy and helping others. By reimagining product-based virtual fundraising, we help expand organizations' missions by giving back 50% of every dollar sold.
We make ultra-premium popcorn sold through our simple-to-use software. We've helped raise over $200 million to support organizations nationwide that tilt the playing field for all kids. Double Good is not a popcorn company nor a digital company. It is a team of makers, designers, and problem-solvers dedicated to simplifying fundraising challenges and enabling communities to thrive.
The soul of Double Good lies in the mission of creating and sharing joy. We built our fundraising platform on the idea that connecting with supporters should be simple, approachable, and effective. The funds raised go on to relieve the high costs of education, extra-curricular activities, community engagement, and athletic development. We partner with purposeful organizations to benefit students and athletes facing physical, intellectual, and financial challenges. Our goal is to amplify marginalized voices and push the boundaries of access to academic and athletic activities by contributing experiences, equipment, and educational opportunities to the communities that crave them the most.
Why Work With Us
Double Good strives to create joy for both its customers and employees. We strive to have employees feel supported and like they can grow in the company through professional development, coaching, volunteering, and more. Double Good employees deliver excellence, own it, build relationships, and enjoy the ride.
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