Customer Support Associate (NYC)

Location: New York, NY

Department: Customer Operations and Experience

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 the organization's story. 

Since its launch in 2000, more than 2.6 million "citizen philanthropists" have donated to classroom projects on DonorsChoose.org, channeling books, field trips, technology, and other resources to more than 22 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.

Team Overview

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 who advocates for each individual customer throughout their visit to our website.

Primary Responsibilities

In this role, you’ll work on the front lines to support our growing community of teachers and the classroom projects that they create. You’ll learn the ins and outs of our website and organization, and you’ll use your knowledge to improve how we provide customer service. This role will be responsible for customer service that is vital to the success of classroom projects, including questions from teachers about funding opportunities and the thank-you packages that teachers create for donors after their project is complete.

You will:

  • Provide stellar customer service to teachers through email and over the phone, particularly for escalated or high-touch issues that need a personalized approach.
  • Train and manage a team of part-time customer service agents who support teachers by email and phone to facilitate a rewarding experience with our platform.
  • Identify patterns in customer inquiries that suggest widespread issues or website bugs and troubleshoot a solution.
  • Support colleagues across the organization on projects as a teacher experience advocate. Use creative thinking to proactively seek solutions to problems that our teachers face.
  • Join our team’s efforts to share customer feedback and promote user-focused innovation across the organization.

Qualifications

This position might be for you if:

  • You care are about customer service. You know your morning latte tastes best when poured by a friendly barista, and you’re excited to systematically craft that make-your-day moment for teachers.
  • You want to develop your leadership muscles. Training and developing part-time staff sounds fun!
  • You are comfortable changing priorities throughout the day. You might be leading a training in the morning and then hopping into the customer service trenches in the afternoon.
  • You are flexible and not afraid of change. When you hear that our team is in a period of growth and that the organization believes in continuous improvement, you think, “how exciting!”
  • You are tech-savvy; learning a dozen new apps and computer systems in your first month is not intimidating.
  • You’re a natural communicator and collaborator. People read your emails with a smile (because you wrote them with one).
  • You are curious, creative, and eager to discuss and learn from mistakes.
  • You are ready to hustle. Bold goals in a fast-paced environment is exactly your cup of tea.

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 Rosanna Domino, 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.

Forward this Position
Recipient email address (one)
Your name
Your email address
Enter a message (optional)
Apply for this Position
* Required fields
First name*
Last name*
Email address*
Location *
Phone number*
Resume*

Attach resume as .pdf, .doc, or .docx (limit 2MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
Who referred you to this position?
Desired salary*
Earliest start date?
What do you think are the three most important characteristics of great customer service?*
Will you require Visa sponsorship, now or in the future, for employment in the United States?*
As an equal opportunity employer committed to inclusive hiring practices, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. With that said, we invite you to help us monitor how inclusive our hiring process is, by completing the optional self-identification fields below.

Which of the following best represents your racial or ethnic heritage? Choose all that apply.
What is your gender?
Are you a first-generation college student (i.e. neither of your parent(s) or guardian(s) graduated from a 4-year college)?
Human Check*