Job Description

ROLES & RESPONSIBILITIES


Role Description


Reports to: Manager, Donor Engagement & Experience


Salary: Same range as Saritha P S (Backfill)


Donor Experience Specialist


Role Summary


As a Donor Experience Specialist, you are the face of Charitable Impact and the first point of


contact for our users, which include donors, communities, companies and charities. You are an


enthusiastic and driven brand ambassador who nurtures giving journeys through inbound


emails, calls and chats. Support includes educating users on Charitable Impact's features,


empowering communities with fundraising strategies, processing transactions, and


managing ongoing relationships. As a member of our Donor Engagement and Experience


team, you confidently and consistently promote Charitable Impact's products and services


while providing excellent user support.


What You'll Do


? Provide an empowering experience for all general inbound support communication


? Educate and consult with users and prospects to help them identify and adopt new


features and tools that support their giving and fundraising goals (e.g., fundraising


pages, live donation matching, etc.)


? Provide a consistent and exceptionally high level of service that includes processing


transactions and administrative tasks in an efficient, accurate, and friendly manner


? Manage and nurture donors and other users while identifying opportunities to


promote Charitable Impact's services and offerings (e.g., Charitable Investment


Program, Cause Funds, etc.).


? Proactively engage with users and communities to increase adoption, engagement


and retention while exploring opportunities for growth and collaboration


? Assist in developing processes that scale with the customer experience in mind


(including Charitable Impact's support/transactional systems)


? Actively listen to our users, empathize with their experience, and collect their feedback


to share with internal teams


? Seek ways to improve and implement internal systems that strengthen efficiency and


ensure smooth and collaborative team operations


? Actively contribute to the creation and ongoing maintenance of team documentation,


including process guides, workflows, and projects.


Our Ideal Candidate


? Exhibit values of trust, teamwork, and accountability


? Outstanding oral and written communication skills


? Ability to manage multiple clients, projects, and priorities in a fast-paced environment


? 3+ years' experience in a client-facing role


? Bachelor's degree


? Strong relationship-building skills grounded in emotional intelligence, with a resultsdriven


mindset and a track record of meeting and exceeding goals


? Overcomes objections by providing answers and solutions that match our capabilities


? A proven self-starter who takes initiative and thrives in a remote role, collaborating with


team members


? Strong consultative skills with the ability to uncover user needs, anticipate potential


challenges, and develop tailored solutions or creative workarounds


? Experience in client development, coaching, or mentorship


Assets


? Experience in fundraising, philanthropy, or the charitable sector


? Experience in marketing


? Experience in the financial space or a technology startup environment


? Fluency in French (oral and written)


Non-negotiables


? Highly reliable, high-speed internet connection for uninterrupted phone calls, live


chats, and Zoom walkthroughs.


? Quiet, professional home working environment suitable for both phone and video calls.


? Ability to de-escalate challenging situations with users and resolve complaints with


empathy and tact.


? Available to work non-traditional hours aligned with North American time zones


(PST/EST), including adjusting your schedule when daylight savings time begins or


ends.


? Demonstrated experience working with North American companies and customers,


with a strong understanding of cultural nuances in communication and service


delivery.


? Requirement: Flexibility to provide support during Giving Season (December)--our


busiest period--which may include coverage on Christmas Eve/Day and New Year's


Eve/Day.


EXPERIENCE


8-11 Years
SKILLS


Primary Skill: Application Support Engineer
Sub Skill(s): Application Support Engineer
Additional Skill(s): Application Engineer, Application Support Engineer, Managed Services-L2 Support