Jobs

Customer Service Manager

Washington, DC or Remote (US)

Are you passionate about providing top-notch customer service in the nonprofit sector? Do you thrive in an environment where you can collaborate across teams and leverage technology to make people smile, laugh, share, and inspire others as a result of their interactions with an organization?

GlobalGiving is looking for a Customer Service Manager to join our team. You will be responsible for standing up and leading our new customer service hub. You will lead a team of employees and contractors, and collaborate with colleagues, to support GlobalGiving’s donors, nonprofit partners, and other stakeholders through first line communications to deliver a positive user experience and user interface. The successful candidate will also continuously improve the systems and processes that GlobalGiving uses to answer questions, resolve issues, and enhance information accessibility.

In this role, you'll have the opportunity to connect anyone who reaches out – from a U.S. donor trying to give to their favorite project, to a nonprofit partner running a school in Thailand, to companies looking for a way to help their employees give back.

We have a casual work atmosphere where everyone’s input and ideas are valued. We’re committed to work-life balance and offer everyone opportunities to learn, experiment, and grow. Since creative, enthusiastic employees are our most valued resource and the basis for our success, we take great care in how we attract, hire, and support our employees for a successful career. If you care about collaboration, curiosity, communication excellence, and continuous improvement, this position is right for you.

Primary Responsibilities

SLA Management

  • Manage incoming queries, requests and support through various platforms offered by GlobalGiving, including our email systems, voicemail responses, and social media response.
  • Formulate plans for triaging and escalation of queries
  • Maintain complete and accurate information on service level agreements to provide gold standard customer service
  • Provide support to cross border service recipients by implementing Race, Equity, Diversity and Inclusion practices.
  • Hold all GlobalGiving teams accountable to SLAs/ Practices.

Internal communications and Flagging

  • Liaise with the subject matter experts to respond to customer queries
  • Proactively highlight SLA improvements where appropriate
  • Identify and implement improvements to streamline our customer service procedures and systems to allow us to serve more users while improving our SLAs, and saving time.

Develop support strategy for specific programs

  • Work in liaison with the United Program Team to develop customer service strategies for upcoming initiatives
  • Work in liaison with the Marketing team to ensure best pratices for brand intergrity and incorporating GG voice

Internal Consultant on Support Systems

  • Research and identify relevant new customer support tools and tactics that can improve the efficiency of GlobalGiving's customer service and streamline systems to allow us to serve more users and saving time.
  • Work closely with teams to understand their customer service pain points and identify solutions.

Customer experience

  • Collaborate with colleagues to identify and implement improvements to enhance customer experience
  • Align approaches and messaging to support desired customer journey
  • Act as an ambassador for community led initiatives both in the corporate and third sector
  • Customer Service Tools (Audit & Research)
  • Suggest improvements on current processes and systems
  • Review current system and protocols in place

Team Management

  • Manage a team of customer service associates and/or contractors

Required Qualifications

  • For our team to be a great fit for you, the following qualifications should resonate with you:
  • 10+ years of professional experience, with 5+ years experience in Customer Service at a management level
  • Experience managing staff and/or contractors
  • Demonstrated ability to develop and execute customer service protocols and procedures
  • Excellent communication skills, both verbally and in writing, to deliver positive, impactful communication
  • Effective and solutions-oriented collaborator capable of maintaining positive relationships with teams across the organization
  • Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice
  • The ability to communicate ideas effectively, to listen to others' ideas, and to collaborate to arrive at great solutions.
  • Expertise on customer service tools and ticketing systems such as Zendesk, Salesforce etc.
  • A passionate belief in the mission of GlobalGiving and a commitment to our core values.

Preferred Qualifications

In addition, the ideal candidate would also have some or all of the following qualifications:

  • Experience working in the nonprofit sector.
  • Fluency or professional proficiency in one or more foreign languages; Spanish or French preferred.

Salary + Benefits

Starting salary range: $85k to $95k.

Benefits include flexible work hours, remote work options, up to 5 weeks of paid time off per year, professional development opportunities, and a meaningful job where you can go home at night and say, "Today, my work helped more than 700 kids get their essential health and educational needs met." (One of many true stories.) And of course, we've also got you covered with benefits like health care, dental/vision, paid family leave, paid sabbaticals, commuter benefits, and 401K.

Location

This is a full-time position reporting to the Director of Global Operations. This role can either be based in GlobalGiving’s headquarters in Washington, D.C., with remote working options, or operate fully remotely from anywhere in the US as long as most of the workday overlaps with US/Eastern time. If you intend to apply as a fully remote-worker, be prepared to speak about your experience with remote employment in the recruitment process.

In efforts to safeguard the health of our employees and their families, GlobalGiving requires all employees to adhere to the GlobalGiving Vaccination Mandate policy upon their start date. New employees will be required to be fully vaccinated upon their start date, if expected to work from the office. New employees working remotely who will have occasional contact with the office and/or co-workers will also be required to be fully vaccinated.

Applicants must reside in the United States. Applicants must be able to demonstrate that they have legal authorization to work in the United States for the duration of the position. GlobalGiving does not sponsor employment visas.

We are an equal opportunity employer and value diversity in our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

You'll Love Working Here—We Sure Do!

Top Work Places 2021 from The Washington Post
glassdoor rating
“Everyone here is passionate about their work, incredibly smart, and genuinely kind. After having worked for a major consulting firm, it's so great to have a job where I know what I'm doing is making the world a better place. [GlobalGiving is the] only company that I've seen that actually lives their values and has them as a meaningful part of their day-to-day operations. It's a breath of fresh air!”
— Anonymous Employee Review
Glassdoor.com
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GlobalGiving is a top-rated charity

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