Customer Experience Associate (NYC)

Location: New York, NY

Department: Customer Relations

Type: Full Time

Min. Experience: Entry Level

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 our story.

We started years before crowdfunding was a word. To date, more than 2 million people and partners have donated $519 million to projects requesting books, field trips, technology, and other resources for more than 22 million students, overwhelmingly in low-income communities. Our dedicated team and the culture we’ve built together have made it all possible.

Team Overview

The Customer Operations and Experience team facilitates an easy, effective, and delightful experience for our teachers and donors, reinforcing the organization’s brand and voice. We provide direct customer support, gather feedback, advocate for and ensure the security of the data of our customers, and promote user-focused innovation throughout the organization. To ensure our success, we strive to grow as a flexible, tight-knit, and supportive team of full-time and part-time colleagues.

Primary Responsibilities

In this role, you’ll represent the voice of the more than 500,000 teachers and donors who visit our website each year - and use that voice to ensure that those customers have a positive experience with DonorsChoose.org. You’ll take information we learn through customer interactions and translate them into actionable changes and improvements. You will:

  • Become an expert on our customers and how they use our website, being sought out internally for your unique perspective and knowledge.
  • Represent our teachers, donors, and the Customer Operations and Experience team on website enhancements led by our Product and Engineering team. You’ll act as point person from initial brainstorms to Quality Assurance testing to release.
  • Generate new ideas for user experience improvements based on customer service inquiries, surveys, and observation; and you will see them through to implementation.
  • Support ideas for website improvements and manage bugs that have been flagged by our Customer Support and Customer Insights teams including investigating and reporting.

Qualifications

This position might be for you if you are:

  • Adept at learning new systems quickly, Quality Assurance testing, and identifying trends while tuning out outliers. You have a spidey sense for how a change propagates through a system.
  • Organized, detail-oriented, and able to see multiple projects through successful completion. You thrive in a world of competing priorities.
  • A team-oriented self starter. You’re excited about coming up with new ideas and garnering buy-in from stakeholders. And you’re always eager to serve as thought partner for and/or roll up your sleeves in support of colleagues.
  • Able to look at a situation from various angles. You’re as comfortable digging into the nitty gritty as you are looking at the big picture.
  • An exceptional communicator, both written and verbal.
  • Flexible to meet evolving needs and to take on new challenges with a sense of humor.
  • Curious, creative, empathetic, and eager to grow and learn from mistakes.

Compensation and Benefits

DonorsChoose.org offers a competitive salary and benefits package which includes health, dental, and vision coverage; a matching 401k plan (up to 5% of base salary); an annual professional development stipend; and five weeks of paid vacation plus national holidays.

To Apply

Please submit your application online, addressing your cover letter to Gwen Royer, Director of Customer Experience

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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