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Customer Support Agent (Remote - USA)

DonorsChoose.org engages the public in public schools by giving people a simple, accountable, and personal way to address educational inequity. In this clip, board member Stephen Colbert tells the organization's story.

Since its launch in 2000, more than 3 million "citizen philanthropists" have donated to classroom projects on DonorsChoose.org, channeling books, field trips, technology, and other resources to more than 28 million students in public schools, overwhelmingly from low-income households. Along the way, the organization helped to pioneer the field of crowdfunding and is now making an impact beyond school supplies.

Through its dedicated team and culture, DonorsChoose.org earned recognition as the #1 "Best Nonprofit to Work For" by the Nonprofit Times.

About the team:

The Customer Support team is a branch of the Customer Operations and Experience team and is responsible for supporting teachers and donors through direct communication. We’re a tight-knit group of full-time and part-time staff who are passionate about serving our community of customers and believe in support that is helpful and human, genuine and generous. While some of our colleagues spend their days thinking about the high-level teacher and donor experience, we’re the team that advocates for each individual customer throughout their visit to our website.

 

About the role:

The core day-to-day job responsibility of a Customer Support Agent is to respond to incoming support inquiries from teachers and donors using the DonorsChoose.org platform, primarily via email (potentially via phone in rare cases).

**This is a work-from-home contract position expected to begin in early July and run through October. At the end of the contract, candidates will be evaluated for longer term employment.**

Successful Customer Support team members:

  • Exhibit polished communication skills, verbal and written, and a professional demeanor; particularly they demonstrate an ability to communicate with others who have a broad range of technical experience
  • Take pride in their work, possess strong analytical skills, are organized, and innately enjoy problem solving in efficient ways
  • Love the feeling of helping someone achieve something they otherwise wouldn’t have and are naturally empathetic

Requirements include:

  • Interest in technology
  • Willingness/ability to learn new software quickly
  • Positive and cooperative attitude

Not required, but be sure to let us know if you have:

  • Previously worked in customer support
  • Experience using Zendesk
  • Knowledge or interest in crowdfunding platforms
  • Experience in K-12 education
  • Successfully worked remotely for another organization

The details:

  • Location: Remote, you can work from the comfort of your own home (US only). If you happen to be in the New York City or San Francisco Bay Area, you can work from one of our offices
  • Schedule:  Between 20 - 29 hours per week. After training, your daily schedule can be relatively flexible based on your availability (in coordination with your direct manager). Weekend and evening availability is a bonus
  • Length of contract: July - October 2018 w/ possibility of longer term employment
  • Compensation: Starts at $15 per hour (variable based on location and experience)
  • Education: A bachelor’s degree is not required, but is preferred

To apply:

Submit your current resume and a cover letter addressed to Kristina Sproat, Senior Director of Customer Support.

 

A Final Note

The DonorsChoose.org team works toward a nation where students in every community have the resources needed for an excellent education. To do this we hire and support a diverse team of the best and the brightest talent available.

We are an organization increasingly representative of the varied races and ethnicities, genders and sexual orientations, religious and political beliefs, and abilities that comprise our nation. DonorsChoose.org focuses on attracting, retaining, and advancing diverse talent because it makes us more effective, high-performing, creative, and resilient.  

If you are passionate about our mission, highly skilled in your field, and looking for a place where you can bring all of yourself to work, we want you.

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