Nonprofit Remote Digest - Issue #365
At ActBlue, we build and power the premier online fundraising platform for Democratic campaigns, progressive organizations, and nonprofits working to create a better future. We put power in the hands of small-dollar donors and make giving online as easy as possible. And we work with thousands of groups — from presidential candidates to environmental organizations to local school board members.
At ActBlue, we build and power the premier online fundraising platform for Democratic campaigns
Donor Support Manager
WHO WE ARE:
ActBlue builds and maintains a powerful online fundraising platform for Democratic campaigns, progressive organizations, and nonprofits working to create a better future. We put power in the hands of small-dollar donors by making it easier for grassroots supporters to make their voices heard and by helping thousands of groups — from presidential candidates to environmental organizations — build people-powered movements.
We’re a nonprofit organization, and our team has a big impact on the future of our country. 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. We're excited to grow this team and get ready to take on even bigger challenges as we look toward 2020 and beyond.
You would be joining a fully remote Donor Support Team nested in the Customer Service Department. We are a diverse group of people with bright minds, different backgrounds, and a variety of skill sets. We believe that diversity creates a stronger team, brings more ideas to the table, and allows us to approach solutions from different angles.
The Donor Support Team is a critical piece of ActBlue’s work to democratize power in this country through small-dollar fundraising and empowering donors. The Donor Support Team supports thousands of donors per day and plays a key role in answering questions and concerns, resolving billing inquiries, and assisting with a wide array of issues over email and phone. As the Donor Support Manager, you join a team of managers with reports of one workstream (Donor Support Associates).
In this role you will:
Manage, coach, and mentor multiple Donor Support Associates to perform tasks, such as
Answering emails with speed and accuracy while meeting team-wide expectations (metrics)
Give donors callbacks
Occasionally presenting updates for the team or department meetings
Evaluate the need for new resources and collaborate with other staff
Assist in training/onboarding current and new staff when needed
Provide recommendations for professional development to your reports
Provide periodic support in donor queues around major deadlines and key dates (primaries, elections, etc.) with the goal of both staying up to date on current issues and providing support to the team
Lead weekly 1:1 meetings with your report(s) and schedule any other meetings for project work, training, etc. with them
You will be part of weekly meetings with other managers and the deputy director to shape the Donor Support team’s policies, systems, and culture
3+ years of experience in direct support work
2+ years of experience in people management
Experience working with email ticket systems like Help Scout or Zendesk and understand CS metrics like CSAT, avg. reply time - you can convert numbers into stories
Experience in analytical reading and problem solving
Experience implementing new tools and strategies to increase efficiency, automate workflows, and maximize resources
Experience working remotely and managing remote reports
Nice to have: Experience in a start-up environment, e-commerce, tech industry, or political field
You will succeed in this role if:
You understand how to translate goals into action items for yourself and your reports.
You are adaptable to change and implement good change management with your reports.
You are a great communicator: You’ll be in contact with many people every day — candidates for this position should enjoy constant communication, including direct donor support.
You are a team player and yet a self-starter who enjoys working independently.
You’re productive working from home.
You are willing to take on new challenges: We are a growing and maturing team, department, and organization that will continue to evolve.
You are goal-oriented: We have goals as a team that we work hard to consistently meet and exceed.
You are organized, efficient, and detail-oriented.
You are resilient and work well under pressure: You are someone who knows how to prioritize and structure your day in a fast-paced, changing environment.
LOCATION & COMPENSATION:
This posting is for a full-time salaried position. This role will be fully remote and will require a non-traditional, but regular, work schedule including regular weekends and/or non-EST coverage.
We offer a competitive salary and a generous compensation package, which includes fully paid and trans-inclusive health, dental, and vision insurance; an employer-sponsored 401k contribution plan; and a flexible time off policy.
Salary range: $62,000 - $80,000 depending on experience.
ActBlue is an equal opportunity employer and does not discriminate against candidates on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, or veteran status. Women, people of color, LGBTQIA2S+ individuals, and members of other minority or marginalized groups are strongly encouraged to apply.
ActBlue cannot at this time sponsor work visas.