ActBlue · 2 days ago
Customer Experience Associate
United States
Full-time
Remote
New Grad, Entry Level
$67K/yr - $91K/yr
0+ years expActBlue is a nonprofit organization dedicated to creating technology for Democratic victories and progressive causes. The Customer Experience Associate will provide support to campaigns and organizations, fielding inquiries and resolving issues through email and phone communication.
Enterprise SoftwareNon ProfitGovernmentPolitics
No H1B
Responsibilities
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 ActBlue’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
Qualification
Required
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 knack for processing complex information and tailoring your language to support users at all levels of tech literacy and proficiency with our tools
Comfortable going solo: While you'll be working on a team, most of your day-to-day work will be independently driven and managed
Goal-oriented: We have goals as a team that we work hard to consistently meet and exceed. You are someone who enjoys both setting goals and meeting them, as well as supporting your team in meeting theirs
Organized and efficient via email and over the phone: The person in this role will be responding to a high volume of inquiries each day and will regularly be problem-solving with customers
Passion for our mission. Our online fundraising technology makes it easy for more supporters to participate in the political process and the progressive movement every day. We need team members who are passionate about furthering this work and providing the best service to every campaign, organization, and donor who relies on our platform
Benefits
Flexible work schedules and an unlimited time-off policy
Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families; plus fully-paid health reimbursement arrangement to use for out of pocket expenses and fully-paid short- and long-term disability
Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option
Dependent and health care flexible spending account options
Employee Assistance Program (EAP) benefits for employees
Automatic 2% Employer-paid 401K contribution, plus up to an additional 6% match on employee contributions
A minimum of three months paid medical, family and parental leave (for all new parents, adoptions included)
Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees
Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe & New York Times
Company
ActBlue
ActBlue is nonprofit tech organization that builds fundraising tools for Democratic candidates, progressive causes, and nonprofits.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$22M2010-08-28Series A· $22M
Leadership Team
Ben Rahn
Founder & Director
Recent News
Company data provided by crunchbase