Please note: We are no longer accepting applications for this position. Thank you to everyone who as applied. We are reviewing all of your information and will be in touch soon.

Champion for Customer Bliss

Senior Associate Level Position

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.

Primary Responsibilities

  • WOW GlobalGiving Users: Respond to customer inquiries via email, phone, social media, case systems, and any other forms of communication, ensuring a timely and thoughtful response to all users. The Champion for Customer Bliss will provide the first line of customer support, service, and interaction for most inquiries; this is the key responsibility of their job.
  • Create Systems That Scale: Identify, test, and help implement new tools or procedures that will allow us to better serve more users, more quickly, and at a larger scale.
  • Be the Guru of WOW: Make your enthusiasm for championing customer bliss infectious; create training materials, presentations, or other media to help staff members and interns learn how to WOW customers and champion bliss.
  • Delegate: Manage and delegate customer service cases to supporting staff and interns as appropriate and available. A key piece of this is developing clear guidelines for which cases fall into the Champion's queue and which ones are delegated to other team's dedicated support staff.
  • Engage: Help build and maintain a loyal following for GlobalGiving in the social media space, ensuring that we maintain and improve our presence on Facebook, Twitter, and other relevant sites. Frequent personal and relevant engagement of enthusiastic donors and innovative nonprofit organizations, as well as ensuring all campaigns are powered by a social energy will be a critical piece of this role. #epic
  • Create Better Feedback Loops: Summarize user feedback and escalate suggestions, thoughts, and opportunities for improvement to the appropriate staff members so that we can respond in a timely manner.
  • Create Great Content: Help the team define, develop, execute, refine, rinse and repeat GlobalGiving's unmarketing strategy and specific campaigns.
  • Wordsmith: Assist the Unmarketing manager in creating outbound donor communications on our website, e-mail, social networks. Improve, maintain, and work with the rest of the organization to ensure a consistent "voice" (tone, brevity, diction, etc.) in all communications.
  • Keep A Competitive Edge: Keep up-to-date with best practices in the nonprofit and retail ecommerce industries to ensure that our users' expectations are being met or exceeded. Suggest improvements and changes for our site and user experience as appropriate.
  • Measure What Matters: Help the Unmarketing team develop better metrics and systems to measure and monitor customer service interactions so that we have a better sense of what's happening, what's working, what's not, and what we need to do to fix it. And fix it we shall.

Required Skills

  • Bachelors degree or higher
  • 1-3 years experience with customer service, preferably with experience assisting customers both over the phone and via email
  • 1-3 years experience with social networks
  • Excellent writing, editing, and project management skills; ability to multi-task with uncompromising work quality
  • Passionate about WOWing GlobalGiving's customers and advancing GlobalGiving's voice and brand across a variety of media
  • A sense of humor, commitment to our values, and desire to change the world

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.

About Us

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

Impact To Date

  • Over $148.3 million in donations since 2002
  • Over 10,600 projects have received funding
  • Over 401,200 donors have given

The GlobalGiving Team

Meet Our Team
Meet the amazing team of people that work at GlobalGiving. We love what we do and we hope you do too.

 

How to Apply

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:

  1. From: Cindy in New Jersey.
    Subject: I have a recurring donation to More than Me. I'd like to cancel it but can't figure it out. Can you help me?
  2. From: Adrien in Vancouver, Canada.
    Subject: Please send me a tax receipt for my donation so that I can file it with my T1 tax return.
  3. From: Bob in San Francisco.
    Subject: I've changed my mind and decided that I don't want to donate afterall. Can you refund my donation?
  4. From: Zoe in Houston.
    Subject: I'm thrilled to support this project but I'm not happy about the 15% fee that GlobalGiving charges. What gives?!

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.

To: Subject: {YOUR NAME HERE} - Champion for Customer Bliss Attachments: Resume.pdf, AwesomeStuff.zip

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.

 

About GlobalGiving

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 $148,392,915 from 401,275 donors who have supported 10,628 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 1110 Vermont Avenue NW, Washington DC and is just a few blocks from the Farragut North (Red Line) and McPherson Square (Blue or Orange Line) Metro stations.

See why The Daily Muse calls GlobalGiving an inspired place to work in this behind the scenes look at GlobalGiving.