Support Team Manager at Donorbox

About Donorbox

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 80,000 global organizations to raise over $2B in donations. 🚀

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 120-person team based in 16+ states and 23+ countries.

🏅In 2023, Donorbox achieved the Leader status in Nonprofit and was recognized for Best Functionality & Features in Fundraising by GetApp. We're proud of what we do, and our product reflects it!

The Role

We’re seeking a passionate leader with a deep commitment to stellar customer support to lead our world-class Support team, ensuring the highest standards of excellence are upheld. Our product is web-based and technical, so the ideal candidate must be adept at tackling complex issues. This role requires a strong leader dedicated to keeping our customers empowered and satisfied.

Responsibilities

• Oversee the resolution of customer inquiries in a timely and efficient manner
• Ensure exceptional support is consistently provided to current and potential customers
• Train and onboard new customer support agents
• Monitor and evaluate support agents’ performance, providing ongoing coaching and feedback
• Analyze support behaviors and trends to recommend improvements
• Leverage customer input to recommend product development actions
• Maintain and enhance mechanisms for tracking customer satisfaction and performance metrics
• Foster a collaborative and team-oriented work environment

Qualifications & Experience

• Minimum of 3 years of management experience in customer support
• Proficiency in customer support software and systems
• Excellent leadership and organizational skills
• Strong written and verbal communication skills
• Expertise in metric-based reporting and data analysis
• Strong analytical and problem-solving abilities to investigate and resolve customer support tickets
• Customer-first mentality with a focus on delivering exceptional service
• Ability to motivate, mentor, and lead the support team
• Collaborative mindset and ability to work effectively in a team

Details

• Fully remote position available to candidates based in the East Coast of the Canada/US, Latin America, Africa, or Europe
• Must be available to work a 9-hour shift (including a 1-hour lunch) between 8AM-8PM ET
• Salary: $45,000-$85,000 USD per annum, based on location and experience

Benefits & Perks

• Fully remote work from the comfort of your home
• Eligibility for employee equity plan (stock options)
• Reimbursement package for home office expenses, up to $1.5k
• For International Employees: Health insurance premium reimbursements, up to 75% for you and your family
• For Canada/US Employees: Employer-sponsored health insurance plan through TriNet, including medical, dental, vision, and life
• For US Employees: 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4%
• Generous time off policy of 21 days (birthday included 🎉), 8 holidays of your choice, and 2 paid volunteer days
• Wellness program with fitness and mindfulness classes
• Love your work and our mission of serving nonprofits!

The Application Process

We have 4 stages:

1. Apply here and fill out our questions to tell us about you!
2. Prescreen Call with Talent Acquisition Associate
3. Interview with Hiring Manager
4. Panel/Final Interview

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!

Please note: This role will close when we receive 500 applications.