Customer Experience Associate

WHO WE ARE

WHO WE ARE Act Blue is a nonprofit organization dedicated to creating cutting-edge technology that fuels Democratic victories and enables progressive causes to thrive.

Our vision is simple: building change through the power of people. Since our founding, we’ve been building innovative solutions to revolutionize grassroots fundraising – if you’ve donated to a Democratic campaign or a progressive organization online, you’ve probably used our platform! We believe in putting power in the hands of small-dollar donors by helping thousands of groups — from local candidates to national movements — mobilize their communities and create a lasting impact.

Every member of our team is deeply committed to advancing our shared mission and core values. Together, we are shaping the future of democracy.

The Customer Experience department serves as the front line of support for Act Blue. Team members are the chief brand ambassadors to Act Blue’s thousands of donors, campaign and organization users. Within the Admin Support team, the Customer Experience Associate will be a member of a small team that offers efficient, accurate, and friendly assistance to campaigns, organizations, and grassroots organizers, who contact Act Blue via email.

This role in the Customer Experience department is geared towards a solution-oriented individual with a passion for customer support who also possesses excellent written and verbal communication skills.

The Customer Experience Associate will be primarily responsible for fielding support inquiries via email through our ticketing system and occasionally over the phone. This position involves resolving a variety of questions and requests in a timely fashion, so attention to detail, efficiency, and good judgment are a necessity. The ideal candidate will desire to learn the ins and outs of our platform and become a product expert on how campaigns, organizations, and donors interact with our expanding tools.

• Field and categorize assigned incoming support requests from campaign and organization admins, grassroots fundraisers and update customer profiles (“triage”)
• Meet assigned quality and quantity KPIs
• Act as a resource and educator for campaign and organization users on a variety of inquiries, including but not limited to navigating our products, processing refunds, account access and permissions, and all types of contribution forms
• Assist entity users with technical troubleshooting and bug detection, and work with our technical team on surfacing these issues
• Escalate complex or non-routine issues to manager or appropriate team members using good judgment
• Monitor cross-team communication channels and work collaboratively in assisting with support requests from other user-facing teams
• Regularly review product releases and documentation independently in order to maintain fluency in Act Blue’s evolving tools
• Participate in training and onboarding sessions, sharing knowledge with teammates as you build expertise
• May support supplementary projects as assigned based on business needs
• Identify and elevate urgent issues to relevant stakeholders over the weekend

• Up to 3 years of relevant experience
• Experience in customer service: A successful candidate will have demonstrated and proven success in supporting customers daily in both email and phone support
• Highly detailed:
  You proofread, reread, and triple-check your work. You understand that details play a large role in setting a project up for success
• A troubleshooter:
  Creativity, patience, and a helpful attitude are crucial when helping the people we work with solve problems and get the information they need
• A quick learner who thrives with incomplete information:
  You will be supporting early-stage products in developing support processes. You ll need to learn fast, ask clarifying questions, and provide honest feedback about what s confusing or what customers struggle with—so we can improve together
• Excellent communication skills. You’ll be in contact with a variety of people every day — candidates for this position should enjoy constant communication and have a passion for helping people. You have a…