About the Role
Title: Donor Support Associate (Temporary Role)
Location: Remote
JobDescription:
WHO WE ARE:
ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If youve ever given online to a Democrat or progressive organization, chances are youve used our powerful online fundraising platform.
We put power in the hands of small-dollar donors and help thousands of groups from presidential candidates to environmental organizations build grassroots movements. We envision a democracy where everyone looking to make progressive people-powered change can easily and effectively deploy their resources, energy, and creativity to shape our country and futures. Each and every one of us, from the political activists to the tech innovators to the customer service pros, is fully committed to our mission.
THE OPPORTUNITY:
As ActBlue ramps up for a busy 2024 election season, we are looking for several Donor Support Associates to join our Customer Service department. Donor Support Associates provide support to the small-dollar donors who give on ActBlue. These temporary positions are expected to last for 4-5 months.
The Customer Service department is critical to ActBlues mission to democratize power in this country through grassroots fundraising. We provide support 7 days a week, 365 days a year to the campaigns and organizations that use our tools to fundraise and the donors that contribute to them via our platform.
WHAT YOU WILL DO:
- Provide day-to-day, high-quality support donors on a variety of inquiries, including but not limited to refunds, canceling recurring donations, standard login inquiries, and managing various other donor-related requests.
- Efficiently triage all incoming support requests to the correct team based on email content during scheduled triage shifts.
- Provide proactive support and outreach to our users as needed.
- Review voicemails and return phone calls as needed.
- Flag potential bugs or issues with ActBlues platform that are reported to us by our users as needed.
- Meet established quality and productivity standards for the role.
WHAT YOU BRING:
- Experiences in customer service. A successful candidate will have demonstrated success in supporting customers on a daily basis both over email and over the phone.
- Strong preference for experience working with Zendesk (or similar email ticket programs such as Salesforce).
- Attention to detail. You proofread, reread, and triple-check your work. You understand that details play a large role in setting a project up for success.
- Troubleshooting skills. Creativity, patience, and a helpful attitude are crucial when helping the people we work with solve problems and get the information they need.
- Organization and efficiency over the phone and via email. The person in this role will be responding to a high volume of emails and calls each day and will regularly problem-solve with customers over the phone.
- Excellent communication skills. Youll be in contact with a variety of people every day candidates for this position should enjoy constant communication and have a passion for helping people. You have a knack for processing complex information and tailoring your language to support users at all levels of proficiency with our tools.
- Comfort with going solo. While youll be working on a team, most of your day-to-day work will be independently driven and managed.
- A goal–oriented outlook. As a team, we work hard to consistently meet and exceed our goals. You enjoy both setting goals and meeting them, as well as supporting your team in meeting theirs.
- Passion for our mission. Our online fundraising technology makes it easy for more supporters to participate in the political process and the progressive movement every day. We need team members who are passionate about furthering this work and providing the best service to every campaign, organization, and donor who relies on our platform.