Posted almost 4 years ago
Contract Term: 6 Months
Location: Remote
DonorsChoose makes it easy for anyone to help a classroom in need, moving us closer to a nation where students in every community have the tools and experiences they need for a great education. In this clip, board member Stephen Colbert tells the organization's story.
Since our launch in 2000, more than 4 million "citizen philanthropists" have donated to classroom projects on DonorsChoose, channeling books, field trips, technology, and other resources to more than 40 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 earned recognition as the #1 "Best Nonprofit to Work For" by the Nonprofit Times.
As a branch of the Operations team at DonorsChoose, Customer Support is responsible for all one-to-one touchpoints and self-service tools that help teachers, donors, administrators, or any member of the general public successfully use our website.
As a small and mighty remote team, autonomy and ownership are of the highest value. The quality of our support is a shared responsibility across the team and we all bring ideas to the table to improve our work. We appreciate and take advantage of the time we have to get in sync — regular team touchpoints, monthly check ins with managers, and a vibrant Slack community — but we also deeply value and prioritize our ability to focus on solving customer inquiries.
Finally, we are passionate about serving our customer base — we get to help people bring classroom projects to life and enrich learning experiences! — and believe in support that is kind, personalized, and simple. We go the extra mile when we need to, give people the benefit of the doubt, and take pride in providing engaged and complete support. We get that providing exceptional support to teachers and donors adds value to the DonorsChoose mission. And we like to have a good time and not take ourselves too seriously!
As a Customer Support Specialist at DonorsChoose you’ll answer between 60 - 120 emails a day (depending on the day). These inquiries will span a variety of different topics across the entire teacher and donor lifecycles.
You may help a donor navigate our marketplace to support a school in their hometown. Or you may help a teacher get donations multiplied by qualifying for a partner-backed offer. You may walk a mother through surprising her daughter (a first-year teacher!) by fully funding her classroom project. Or you may spend some time tracking down a shipment of live crickets (yikes!) for a sixth grade science class. And sometimes you’ll have to do things like explain policies that won’t make the customer super happy, deliver difficult news about eligibility, or simply help a customer reset a password. It’s not all glamor and live insects, but at the end of every day you’ll have helped a bunch of people bring joy to a bunch of students!
In addition to this core work, sometimes you’ll —
Submit your current resume and a cover letter addressed to Danielle Curtis, Customer Support Manager.
A Final Note
The DonorsChoose 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 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.