Director, Customer Support

DonorsChoose

Posted: 7/30/2020

Position Type: Full-Time (Paid)

Function: Other

Primary domain: Other

City: New York

Postal code: 10018

State: New York

Country: United States

Organization Information:

Budget:

$20M +

Website:

https://www.donorschoose.org/

Mission statement:

DonorsChoose 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.

To date, teachers at 83% of all the public schools in America have posted classroom project requests on our site. Projects range from paper and markers for a poetry writing unit to violins for a school recital. More than 4 million “citizen philanthropists” have supported such projects, channeling books, field trips, technology, and other resources to more than 40 million students nationwide. In all, we’ve generated $970 million for learning experiences designed by our country’s most dedicated public school teachers.


GOOD Magazine highlighted us as one of 30 Places We Want to Work, while Fast Company named DonorsChoose one of the 50 Most Innovative Companies in the World—the first time a charity has made this list. Our culture is informal, fast-paced, and fun. See more at www.donorschoose.org/jobs


To learn more about DonorsChoose, please visit https://www.donorschoose.org/.

Position Details:

Job Description:

OPPORTUNITY

As a branch of the Operations team at DonorsChoose, Customer Support is responsible for all one-to-one touchpoints — reactive and proactive — and self-service tools that help teachers, donors, administrators, or any member of the general public successfully use our website. In this role, you’ll report to the Senior Vice President, Operations.


As a small and mighty team consisting of primarily remote team members, 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, 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. We are pretty darn awesome!


RESPONSIBILITIES

Key Responsibilities of the Director, Customer Support include:

  • Manage

    • Directly manage a Readiness Manager and a Service Manager, and lead a team of 16 distributed Specialists working remotely (permanently) across the country.

    • Actively engage with your leadership staff to create a customer support team culture, which includes a positive and productive work environment.

    • Maintain the highest standards to drive the professional development of all team members.

  • Lead

    • Own the overall success of customer support processes and key metrics (e.g., resolution time, one-touch resolution, response time).

    • Provide direction and vision to advance, and help team members advance, strategic priorities — such as the development of an asynchronous training program, ongoing development of an internal knowledge base, refinement of a customer-facing help center, etc.

    • Build annual models to project workload based on revenue and project goals — and build appropriate annual staffing plans.

    • Proactively scale customer support with a relentless focus on excellence.

  • Collaborate

    • Consult cross-functionally to ensure the development of products and processes that reduce customer support contact.

    • Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact improvements to our customer-facing processes.

    • Represent DonorsChoose core values to customers through friendly, empathetic, and solutions-focused service.

Qualifications:

QUALIFICATIONS

In order to fulfill these responsibilities, the ideal Director, Customer Support candidate will be:


  • An experienced customer support manager. You’re eager to lead a large remote team; you thrive when leading a team and feel rewarded by your team’s success. You enjoy helping people grow professionally and you give them the autonomy and space to grow and learn. You’ve led a distributed team.

  • Passionate about excellent support. You are excited about providing top-notch customer support and being a driving force behind the support our customers have come to expect. At least four years of customer support experience is ideal.

  • A customer support expert. You’ve done direct customer-facing support in the past and know the demands of working in a variable workload environment. You have ideas for lifting morale and productivity. You’re not afraid to jump in on a sticky customer situation. You know first hand what works for this work! And you have experience with multichannel (or, even better, multimodal) support across email, chat, and phone.

  • Strategic. You have a proven ability to set, communicate, meet, and measure short- and long-term goals. You have the ability to drive action and make tough decisions and you can give us some examples of doing so!

  • Innovative. You thrive in work environments with changing needs and resources, and you remain calm and retain your sense of humor in the face of unexpected changes. You’re not afraid of exploring new technologies that could enhance the customer experience or increase our efficiency.

  • Not afraid to fail forward—and learn. You believe in continuous improvement, and you’ll exemplify our core value of user ­focus when it comes to your team, your colleagues, and your customers.You’re all for a well-calculated risk—and you encourage your team to follow suit and learn from success and failure.

  • Results oriented and data driven. You set measurable goals and analyze progress.

  • Assured under pressure. You’re quick to think critically and completely through emerging issues, quickly solving problems and communicating the solutions clearly.

Benefits:

COMPENSATION AND BENEFITS

This position offers a competitive salary range starting at $87,000, commensurate with experience, and robust benefits including 25 paid vacation days per year (outside of our 10 paid holidays) for full-time staff, a rich employer-paid individual and family health plan, annual professional development stipend, and casual and flexible work environment. To learn more about what it is like to work for DonorsChoose, visit our careers page.

Due to social distancing guidelines in New York City, this role will be temporarily remote through 2020 and will be in-person once our New York offices reopen.

Salary:

$90k - 100k

Posting Expiration Date:

9/28/2020

How to Apply:

TO APPLY

Please submit a resume online at https://bit.ly/3hKLw3i. For additional questions about this position or to speak with someone about your interest, please contact Angelica Molero at [email protected] or at 510.575.9635.


DonorsChoose is an equal opportunity employer and an organization that values diversity. Recruiting staff to create an inclusive organization is a priority, and we encourage applicants from all backgrounds. Candidates are evaluated solely on their qualifications to perform the work required.


 

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