Customer Experience Associate

ActBlue • Boston, MA

6h • Remote

About The Position

The Customer Experience department serves as the front line of support for ActBlue. Team members are the chief brand ambassadors to ActBlue’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 ActBlue 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.

Requirements

• 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

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed