Supporter Experience Associate (Remote)

Supporter Experience Associate

Main areas of focus: Customer Service

Location: Remote - U.S. only.

Eligibility: charity: water is fully remote and hires from all 50 U.S. states and the U.K. At this time, we are only considering candidates who are eligible to work in the United States or United Kingdom without the need for company sponsorship now or in the future.

JOB HIGHLIGHT

As the Supporter Experience Associate, you will be the keeper of first impressions at charity: water. You’ll put all supporters’ needs first as you manage and maintain our best-in-class mission-driven customer service.

Job Summary

You’ll be responsible for leading with a customer service mindset as you triage incoming supporter inquiries via phone, email, and social. You’ll work with the Supporter Experience Senior Associate and other departments to resolve complex supporter issues and work towards a resolution. You’ll report to the Supporter Experience Senior Associate and play a key role on the Marketing and Growth team by representing the community of charity: water supporters within the team and the wider organization.

YOU’LL BE RESPONSIBLE FOR…

• Responding to incoming inquiries via our customer service channels (phone, email, and social), ensuring we provide a high level of customer service
• Supporting any virtual events or in-person experiences, as needed, to increase tenure in the monthly giving program, create community across all audiences, and introduce new members to charity: water
• Building relationships across departments to become a subject matter expert on charity: water’s work, so that you can answer all questions that come your way
• Assisting the Supporter Experience Senior Associate as a point of contact for all current and potential donors
• Triaging all inbound requests for PR and media inquiries, speaking and partnership opportunities, and other general inquiries
• Effectively and quickly resolving supporter issues by escalating through the appropriate channels
• Helping with social listening and managing inbound messages and responses for all main social channels (Facebook, Twitter, Instagram, etc)

YOU MUST HAVE…

• Proficiency in working with Mac products and Google applications
• Passion for customer service, problem-solving and building meaningful relationships
• A desire to help people, solve problems and turn challenges into opportunities to make things right
• 2-3 years of customer experience in a fast­-paced organization
• Exceptional interpersonal, oral, and written communication skills

AN ADDED PLUS IF YOU HAVE…

• Experience managing social media accounts on Facebook, Instagram, Twitter, YouTube, and TikTok
• Experience with customer service and management tools like Zendesk, Dialpad, and/or Salesforce
• Experience with marketing tools and platforms like Sprout Social, Contentful, and Iterable

YOU’LL BE SUCCESSFUL IF...

You were born a people person.

You enjoy interacting with people ­­over the phone, in person, or through emails and social channels. You’re welcoming and more than willing to help someone find their way around charity: water.

You're a communication ace.

You have amazing written and verbal communication skills and you’re able to communicate complicated ideas in a concise way. You take your role seriously, knowing that someone’s experience with charity: water can start ­- or end ­-­ with you.

You meet every situation with positivity.

You have the ability to handle hard situations with grace and patience. You know how to turn anyone’s bad day into a good one. You firmly believe that there are solutions to every problem and you remain positive in any situation.

You’re a problem solver.

If a supporter calls in with a problem, you make it a top priority to help them resolve it. You always put our supporters first and take pride in providing excellent customer service. You keep your cool under pressure and know how to prioritize and when you need help, you let fellow staff members know.

You're trustworthy and professional.

You've proven you're equipped to handle and maintain confidential information. You're set on learning all the ins and outs of the org so that you can handle any question that comes your way.

Team Overview

The Supporter Experience team is dedicated to providing best-in-class mission-driven customer service supporting retention and offline experiences/engagement. We serve as a bridge between fundraising and creative teams to curate impactful experiences that support retention and impact the bottom line.

Organizational Overview

At charity: water, we believe that water changes everything. We work with local implementing partners to fund sustainable solutions that provide clean and safe drinking water to people around the world. Since 2006, with a diverse team of world-changers and an unstoppable community of supporters, we’ve brought clean water to more than 16.8 million people worldwide. With the makings of a mid-size tech startup, we’re reinventing charity through endless innovation, contagious passion, beautifully crafted stories, and a powerful brand that inspires a new kind of generosity.

At charity: water, we value every background, identity, and experience. We believe that a diverse team, informed by different cultures and perspectives, makes us stronger. We are committed to doing the work and challenging each other to be an organization in which everyone is respected and heard. We commit to providing genuine opportunities for all people to thrive. And we will continue to embed diversity, inclusion, belonging, and equality in everything we do.

Benefits & Perks

Unlimited PTO

Summer Fridays

6-week paid sabbatical leave after 5 years of employment

Annual bonus potential through The Pool

401k plan + employer match

Medical covered at 80% + Dental/Vision contributions

FSA + dependent day care FSA

Employer-paid life insurance, STD, LTD

16-week paid maternity and paternity leave for new parents

Stipends for Home office, Professional Development, TSA Pre-check and a You-do-You Perk

2-4 annual travel opportunities to spend quality in-person time with the team

Note, charity: water will never ask you for your credit card or financial information during the interview process. Should you receive a message requesting this information, please mark the email as spam and report here.