Donor/Admin Support Associate [Temporary Role]

WHO WE ARE:

ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If you've ever given online to a Democrat or progressive organization, chances are you've used our powerful online fundraising platform.

We put power in the hands of small-dollar donors and help thousands of groups — from presidential candidates to environmental organizations — build grassroots movements. We envision a democracy where everyone looking to make progressive people-powered change can easily and effectively deploy their resources, energy, and creativity to shape our country and futures. Each and every one of us, from the political activists to the tech innovators to the customer service pros, is fully committed to our mission.

THE OPPORTUNITY:

As ActBlue ramps up for a busy 2024 election season, we are looking for several Donor Support and Admin Support Associates to join our Customer Service department as we provide support to the donors, campaigns, and organizations that rely on our platform. These temporary positions are expected to last for 9 months.

The Customer Service department is critical to ActBlue's mission to democratize power in this country through grassroots fundraising. We provide support 7 days a week, 365 days a year to the campaigns and organizations that use our tools to fundraise and the donors that contribute to them via our platform.

We have openings on two teams. Admin Support Associates are responsible for fielding support inquiries from the campaigns and organizations who fundraise on ActBlue. Donor Support Associates provide support to the small-dollar donors who give on ActBlue.

WHAT YOU WILL DO:

• Provide day-to-day, high-quality support to campaign and organization users, grassroots fundraisers, and donors on a variety of inquiries, including but not limited to processing refunds, canceling recurring donations, standard login inquiries, and managing various donor-related requests.
• Efficiently triage all incoming support requests to the correct team based on email content during scheduled triage shifts.
• Provide proactive support and outreach to our users as needed.
• Review voicemails and return phone calls as needed.
• Flag potential bugs or issues with ActBlue's platform that are reported to us by our users as needed.
• Review donation transactions as part of our fraud prevention workflow.
• Meet established quality and productivity standards for the role.

WHAT YOU BRING:

• Experiences in customer service. A successful candidate will have demonstrated success in supporting customers on a daily basis both over email and over the phone.
• Strong preference for experience working with Zendesk (or similar email ticket programs such as Salesforce).
• Attention to detail. You proofread, reread, and triple-check your work. You understand that details play a large role in setting a project up for success.
• Troubleshooting skills. Creativity, patience, and a helpful attitude are crucial when helping the people we work with solve problems and get the information they need.
• Organization and efficiency over the phone and via email. The person in this role will be responding to a high volume of emails and calls each day and will regularly problem-solve with customers over the phone.
• 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 proficiency with our tools.
• Comfort with going solo. While you'll be working on a team, most of your day-to-day work will be independently driven and managed.
• A goal-oriented outlook. As a team, we work hard to consistently meet and exceed our goals. You enjoy both setting goals and meeting them, as well as supporting your team in meeting theirs.
• 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.

LOCATION, COMPENSATION, AND WORK SCHEDULE

This posting is for a full-time, remote, salaried position. ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming.

Donor Support Associates will require a non-traditional, but regular, work schedule including regular weekends and evenings. Please note in your application which of the following shifts you'd be able to work (select as many as you're interested in), though you'll only be working one: Sun-Thur, 12-8pm ET (9am-5pm PT); Tue-Sat, 8-4pm ET (11am-7pm PT); Tue-Sat, 12-8pm ET (9am-5pm PT)

Admin Support Associates should be available to work Monday to Friday 9:30-5:30 EST but this is subject to change based on business needs. We also have a few dates throughout the year that require additional evening and weekend coverage.

Salary: $31.25 per hour

These temporary positions are expected to last for 9 months.

BENEFITS:

• Flexible work schedules and 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 healthcare flexible spending account options
• Employee Assistance Program (EAP) benefits for employees
• Automatic 6% match on employee contributions
• Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees

ActBlue is unable to sponsor work visas at this time.

Temporary role not a part of the Bargaining Unit

INCLUSION STATEMENT:

ActBlue is deeply committed to the principle of equal employment opportunity. We commit to retaining, developing, recruiting, and hiring a diverse staff community. We honor the dignity of all. We celebrate their unique qualities. And we recognize the wide range of human differences, backgrounds, and intersectional identities that enrich the workspace and help us better meet our mission. If you feel a connection to our mission and see your interests reflected in this job description we encourage you to apply - even if you don't meet every requirement.

ActBlue is committed to providing reasonable accommodations to individuals with disabilities throughout the interview and employment process, including using our online system to apply for a position. If you would like to request an accommodation, please contact us at recruitment@actblue.com to get started.