Customer Support Specialist at DonorsChoose.org part-time

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About the role: 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 — Hop on the phone to resolve a particularly gnarly issue. (We work primarily in email right now, but sometimes it’s just easier to get on the phone and hash it out!) Attend and participate in trainings as scheduled by your team leaders. Provide feedback to your peers on their tickets and coach newer teammates. Update or write public-facing help content. Answer support questions for colleagues across the organization. Lead mini-projects or fact-finding missions — and present ideas or findings to teammates, managers, or others across the organization. As a successful Customer Support Specialist, you are: Professional. You are the face of DonorsChoose to many of its customers. As such, you hold yourself to a high standard. You are task-driven, productive, attentive, collaborative, and accountable. Particularly as a remote professional, you can work autonomously and don’t require a ton of supervision. A solid communicator. It is your job to be clear and concise, to gain agreement on issues, to match tone and be understood by customers who have varied technical experiences and diverse backgrounds. You are a great writer and are not afraid of the phone. Thoughtful. You take pride in your work and care about outcomes. You think “What if I were in this position? What would I want to hear right now?” You foster positive experiences even when it means saying no or sharing difficult or highly-technical information. Productive. We have high expectations for the quantity of work that you will do each day, while maintaining an excellent quality of support. Tech comfy. You’ll use Zendesk (a ticket management platform), the DonorsChoose administrative site, and other third-party applications (Slack, GSuite, and more) in your daily work. You are supporting the use of a two-sided marketplace and want to learn the ins and outs of how it all works. You know basic troubleshooting techniques. A learner. You recognize that you are always in a position to learn and that you can learn from anyone at any time, including customers. This makes you flexible to change and open to feedback on your work. Decisive. You’ll make judgement calls and decisions based on your knowledge of our policies and processes. You have a bias toward action. You recognize you might make mistakes or occasionally say the wrong thing to a customer, but are confident in your ability to own mistakes and learn from them. Resourceful. Not every question has an easy answer, but you’re totally into figuring things out. You’ve maybe used Nancy Drew as a verb (i.e., “I’m gonna Nancy Drew this.”) and successfully discovered the answer to something tricky. (And you’ll be able to tell us about this in an interview!) Generous. Once you figure something out, you’re excited to share the new information. You want to lend your ideas to the team and make everyone around yo


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