Donor Experience Coordinator (Remote)

GiveDirectlyRemote - New York, NY$66k – $66k5d ago

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Requirements

Exceptional alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity. We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.
Exceptional alignment with
GiveDirectly Values
Fluency in English is required
Strong organizational skills and the ability to manage multiple workflows within defined timelines
Exceptional attention to detail and commitment to data accuracy
Comfort working in Google Sheets, CRMs, and ticketing platforms, with the ability to quickly learn new systems
Excellent written communication skills
Strong customer service instincts, including skilled problem solving, patience, and high emotional intelligence
Ability to manage day-to-day operations and propose & implement process improvements

Donor experience & customer service (35%)
Support customer service by resolving run rate donor requests and non-donor inquiries received via an email-based help desk (our info@ inbox)
Resolve donation management requests by utilizing existing systems (CRM, payment processor, Impact Dashboard)
Handle matching gift verification through various platforms & corresponding with donors to confirm completion
Assist in ongoing maintenance of help desk ticketing system i.e. drafting new or updating outdated macros, adding ticket types
Develop working knowledge of all DX processes to be able to provide coverage during times of high volume or to support team member’s annual leave
Donation processing (40%)
Own donation processing for incoming donations made through offline channels (i.e. check and donor advised fund) and complete related data entry within SLAs for accuracy & timeliness
Work with other fundraising members by providing contact owners and other internal stakeholders with reliable, timely updates about incoming donations (i.e. flagging high value donations
Growth team and cross-team support (25%)
Support ongoing initiatives to improve donation data accuracy with cross-team stakeholders (i.e. finance, compliance)
Collaborate with broader growth team members to support on additional ad-hoc projects (i.e. hiring, maintaining knowledge databases)

At GiveDirectly, we strive to pay our employees generously and equitably. We use an accredited third party salary aggregator to calculate what we believe to be competitive pay based on role, location, and cost of living. We also have a no negotiation policy to ensure we are paying staff equitably across roles. Read more about our compensation philosophy here.
Read more about our compensation philosophy
We’ll update the JD with the base compensation for this role within the next couple of days.
At GiveDirectly, we work to ensure that you have everything you need to excel in your role and on your team, including:
A positive and supportive team with opportunities for advancement
A demonstrated commitment to helping all staff develop and grow
A competitive salary, including bonus
A robust health benefits plan (exact details will vary by country)
Flexible paid time off
Allowances for desk set-up and learning and development
Working at GiveDirectly