Do you love engaging and inspiring customers? Do you try to convince everyone you know that amazing customer service matters a lot more than amazing marketing? Do you want to work with an organization that's helping people create change in their own communities?
GlobalGiving, an online marketplace for international grassroots charities, is looking for a Champion for Customer Bliss. Other organizations might call this position a "Senior Customer Service Associate" but that doesn't even begin to describe the critical role that this position plays on our team.
The Champion for Customer Bliss embodies GlobalGiving's core value of WOWing customers. The Champion is primarily responsible for managing GlobalGiving's customer service, ensuring timely responses to all donor inquiries via email, phone, chat, social media networks and case management systems (e.g. Salesforce). Additionally, the Champion for Customer Bliss will support the Unmarketing Manager by helping to create compelling, engaging content that informs, inspires, thrills, and connects our users. In short, they are one of the key leaders of our "Tribe."
The Champion for Customer Bliss will engage our users, customers, and donors whenever possible. We want people to smile, laugh, share, and inspire others as a result of their interactions with GlobalGiving. The Champion will institute best practices and lead training sessions to ensure that all GlobalGiving staff members represent the organization's values and missions to the best of their abilities. Since the number of calls and cases may, at times, exceed one person's abilities to respond in a timely manner, the Champion will manage and delegate cases as appropriate.
The Champion for Customer Bliss will also assist the Unmarketing Manager with our social media accounts and will help be the voice of @GlobalGiving to our followers on Twitter, our fans on Facebook, our email newsletter subscribers, and the hundreds of thousands of donors that have supported projects on our site.
Benefits include your choice of Mac or PC, a convenient downtown DC location, and a meaningful job where you can go home at night and say, "Today, my work helped rescue 97 girls from bonded labor in Nepal." (One of many true stories.) And don't worry - we've also got the usual benefits like health care, dental/vision, commuter benefits, 401K, and paid vacation.
This position reports to the Unmarketing Manager and is overseen by the Director of Product Development and User Experience.
This is a full-time position in Washington, D.C. Salary range will depend on skill and experience. Candidates must be eligible to work in the United States.
GlobalGiving is an online marketplace that connects you to the causes and countries you care about. You select the projects you want to support, make a tax-deductible contribution, and get regular progress updates – so you can see your impact
Meet the amazing team of people that work at GlobalGiving. We love what we do and we hope you do too.
Interested? Great! This is where many job listings ask you to email your resume and a boring cover letter into some black hole. We're sure you've done this before. We have too.
So we're going to do something a little different. We still want you to email us your resume, but first, we want you to make sure that you want this job.
Seriously. Take this job for a test spin for 30 minutes. Browse our site, find a few projects that you love, and read our help and FAQs. Get a feel for who we are and how we work. This should be fun and exciting, because if it's not, then do you really want to spend 40+ hours a week doing this?
Still interested? Awesome. Now we want to learn a little bit about you. Since you'll be a key leader of GlobalGiving's tribe, we want to hear your voice and see how you represent our brand. In addition to your resume, please show us how you would reply to the following four customer service emails:
You can write your replies in the body of your email or include them in a file attachment.
Please email your resume and any files or links to with the phrase "Champion for Customer Bliss" somewhere in the subject line.
Awesome and engaging cover letters are welcome, but are certainly not required. (Seriously.) Boring or clearly copy-and-pasted cover letters from other applications will be marked as spam. (Yes, seriously.) And yes, your sample customer service responses would make a fine cover letter.
If you follow these directions and show us your passion, we promise that your email, resume, and anything else you send will be reviewed by a real person with the same thoughtfulness that you put into applying.
The world is full of problems. GlobalGiving is full of solutions. Solutions run by innovative, grassroots projects and organizations that are working to educate children, feed the hungry, build houses, train women (and men) with job skills, and hundreds of other amazing things.
We run an online charity marketplace that gives social entrepreneurs and non-profits from anywhere in the world a chance to raise the money that they need to improve their communities. Since 2002, GlobalGiving has raised $97,168,601 from 360,000 donors who have supported 9,099 projects. For more information, browse our site, find a project that you care about, and see the change that you can make possible.
Our office is located at 1023 15th Street, NW, Washington DC and is just a few blocks from the Farragut North (Red Line) and McPherson Square (Blue or Orange Line) Metro stations.