Senior Supporter Communications Specialist - Internal JOB Posting

GENERAL PURPOSE / SUMMARY STATEMENT

The Senior Supporter Communications Specialist plays a vital role in advancing the mission of One Child by providing exceptional service and relational care to our Child Champions. This position serves as the primary contact for supporters and ensures that every interaction -- whether by phone, email, or other communication channel -- reflects One Child's commitment to dignity, excellence, and transformation. Accuracy, timeliness, and compassionate communication skills are critical in this role to strengthen relationships and foster long-term engagement.

• Deliver excellent service to supporters through multiple channels (phone, email, CRM)
• Ensure accuracy, empathy, and alignment with One Child's brand voice and mission
• Build and maintain strong relationships with Child Champions by providing proactive, relational service and resolving inquiries with professionalism and care
• Responsible for data integrity by accurately entering supporter information, managing transactions according to procedures, and documenting interactions in CRM system to ensure full record compliance
• Collaborate with internal teams to resolve complex issues, troubleshoot supporter concerns, and identify process improvements that enhance overall supporter experience
• Maintain communication standards in partnership with the Supporter Communications Manager, ensuring consistency in tone, quality, and message across all supporter touchpoints
• Support retention and engagement strategies by identifying opportunities for follow-up and cultivating long-term commitment to sponsorship
• Assist with campaign and event communications by coordinating with cross-functional teams to ensure effective messaging and execution
• Train and address escalations from Supporter Communications team members, ensuring consistency and adherence to procedures
• Support and develop feature sets and improvements in process and software to enhance communication workflows and supporter experience

• Actively participate in departmental meetings, training, and initiatives to continuously enhance service quality and process efficiency
• Effectively collaborate cross-functionally with One Child staff and other departments
• Represent supporter perspectives internally
• Advocate for process and communication improvements
• Employees are held accountable for all duties of this job

• Demonstrates a Christ-centered faith, with integrity and humility. Is a Cause Champion and a strong fit for the One Child culture of service, valuing relationships and being solution-minded and collaborative.
• Strong written and verbal communication skills with exceptional attention to detail
• Demonstrated ability to provide compassionate, solution-oriented communication and customer care
• Excellent organizational skills; ability to prioritize multiple tasks in a fast-paced environment
• Proficiency using CRM systems, MS Office, and communication platforms; familiarity with Hub Spot Service Hub and Aircall are highly preferred
• Bilingual in Spanish is a huge plus!
• Collaborative, relational, and adaptable with a heart for service

This position does not have supervisory responsibility or any direct reports.

AA or AS is preferred; equivalent experience will be considered

• Minimum of 5 years of experience in a contact center, customer service, or supporter-relations environment
• Experience managing communication and data processes within CRM systems
• Proven success in maintaining supporter or customer satisfaction and loyalty through relational communication

This role is eligible for a 3/2 hybrid model with three days in-office weekly and up to two days remote. If selected for this role, it is expected that the candidate will be available to participate in all scheduled meetings and other collaborative activities across the organization, some of which will be in-person at the home office in Colorado Springs, CO.

Office environment with variable sitting and standing. Light physical effort with occasional lifting of 10-20 lbs. Must be able to work on a computer, continually use a keyboard/mouse, and sit at a desk for long periods of time.

At One Child, we are committed to providing fair and transparent compensation in alignment with our mission and budget. As a nonprofit organization, we strive to offer a meaningful benefits package which includes medical, dental, and vision insurance, 403b participation/match, PTO, a monthly cell phone stipend, and other perks (summer picnic, tuition assistance, fitness/wellness reimbursement, and paid volunteer time). This position is considered a full-time, non-exempt role.

Final compensation will be based on candidate experience, skills, and employment status.