Donor Experience Coordinator (Remote)
About The Position
GiveDirectly is seeking a Donor Experience Coordinator to support donor communications, core operational processes, and crossteam coordination to ensure we deliver consistently excellent customer support to our retail donor base. As a part of the Donor Experience team, you will serve as the point of contact for our recurring donors primarily handling transactional requests. You will be responsible for maintaining day-to-day processes related to donation management and donation processing. You will also support internal stakeholder coordination and contribute to process improvements initiatives that strengthen donation data integrity. In addition to maintaining run-rate customer service and donation processing responsibilities, the DX Coordinator will own additional data workflows (within our CRM and other platforms) and support select projects across the broader Growth team. In preparation for peak periods, including year-end, and to provide coverage during team members’ leave, you will be cross-trained on broader Donor Experience responsibilities to take on additional ownership as needed.
Requirements
- Exceptional alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity. We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.
- Fluency in English is required
- Strong organizational skills and the ability to manage multiple workflows within defined timelines
- Exceptional attention to detail and commitment to data accuracy
- Comfort working in Google Sheets, CRMs, and ticketing platforms, with the ability to quickly learn new systems
- Excellent written communication skills
- Strong customer service instincts, including skilled problem solving, patience, and high emotional intelligence
- Ability to manage day-to-day operations and propose & implement process improvements
Responsibilities
- Support customer service by resolving run rate donor requests and non-donor inquiries received via an email-based help desk (our info@ inbox)
- Resolve donation management requests by utilizing existing systems (CRM, payment processor, Impact Dashboard)
- Handle matching gift verification through various platforms & corresponding with donors to confirm completion
- Assist in ongoing maintenance of help desk ticketing system i.e. drafting new or updating outdated macros, adding ticket types
- Develop working knowledge of all DX processes to be able to provide coverage during times of high volume or to support team member’s annual leave
- Own donation processing for incoming donations made through offline channels (i.e. check and donor advised fund) and complete related data entry within SLAs for accuracy & timeliness
- Work with other fundraising members by providing contact owners and other internal stakeholders with reliable, timely updates about incoming donations (i.e. flagging high value donations
- Support ongoing initiatives to improve donation data accuracy with cross-team stakeholders (i.e. finance, compliance)
- Collaborate with broader growth team members to support on additional ad-hoc projects (i.e. hiring, maintaining knowledge databases)
Benefits
- A positive and supportive team with opportunities for advancement
- A demonstrated commitment to helping all staff develop and grow
- A competitive salary, including bonus
- A robust health benefits plan (exact details will vary by country)
- Flexible paid time off
- Allowances for desk set-up and learning and development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
