WHO WE ARE:

ActBlue builds and maintains a powerful online fundraising platform for Democratic campaigns, progressive organizations, and nonprofits working to create a better future. We put power in the hands of small-dollar donors by making it easier for grassroots supporters to make their voices heard and by helping thousands of groups — from presidential candidates to environmental organizations — build people-powered movements.

We’re a nonprofit organization, and our team has a big impact on the future of our country. Each and every one of us, from the political activists to the tech innovators to the customer service pros, is fully committed to our mission.

THE OPPORTUNITY: 

You would be joining a fully remote Admin Support Team nested in the Customer Service Department. We are a team-oriented group of people with bright minds, different backgrounds, and a variety of skill sets. We believe in the power of technology and are excited by problem-solving and providing individualized support. 

The Admin Support Team’s primary role is managing the Support Queue, the destination for all emails sent to [email protected] from campaign and organization admins as well as grassroots organizers. We support hundreds of campaign and organization admins per week and handle a wide array of questions over email and phone. Depending on where we are in the election cycle, the workload fluctuates, and thus flexibility and a commitment to dynamic processes is key. We also manage all inbox routing and triaging so we are experts in what specific issues should be escalated to different teams and departments. 

This role is 100% remote and working hours will be Pacific Time Zone business hours (roughly 9 a.m. PT - 5 p.m. PT) from Friday to Tuesday. As Admin Support Manager, you will help build out our expanded West Coast and weekend coverage, which is new territory for our team. After an extended on-boarding period, you will build out a team to directly manage. 

WHAT YOU WILL DO:

• Build and manage a team of up to 4 Admin Support Associates and/or Specialists and support their professional development 
• Support customer service tasks, such as 
• Answering emails with speed and accuracy while meeting team-wide expectations (thresholds)
• Answering voicemails
• Triaging to other teams with speed and accuracy  
• Monitoring refund spreadsheets 
• Working on ad-hoc projects
• Occasionally presenting updates for the team or at department meetings
• Serve as an escalation point for other teams/departments for time-sensitive issues such as technical problems 
• Evaluate the need for new resources and collaborate with other staff
• Assist in training and/or onboarding current and new staff when needed
• Provide recommendations for professional development to your reports 
• Lead weekly 1:1 meetings with your report(s) and schedule any other meetings for project work, training, etc. with them

WHAT YOU BRING:

• Experience in direct technical support and eagerness to become an ActBlue product expert
• Experience leading a team of customer service professionals (ideally in a remote setting). As a strong coach, you're an effective listener and facilitator who will use your experience and situational awareness to help your team support donors, nonprofits and campaign teams
• Experience working with email ticket systems like Help Scout or Zendesk and an understanding of CS metrics like CSAT,  Average Reply Time, etc.
• Experience in analytical reading and problem solving — you can convert numbers into stories
• Nice to have: Experience in a start-up environment, e-commerce, tech industry, or political field

You will succeed in this role if:

• You are excited to learn all of the ins and outs of Admin Support work as you onboard into our workflows and then work with your manager to build out your team. You understand that building a solid knowledge base will enable you to be a better manager
• You are excited about the power of technology and are comfortable with learning new technologies
• You are a great communicator — you're not afraid to hop on the phone with a user to troubleshoot or a Zoom call with a teammate to talk through a complex problem.  
• You work well independently, but understand that communication and collaboration are key. You're willing to think outside the box and explore new territory alongside your team. 
• You are willing to take on new challenges — we are a growing and maturing team, department, and organization that will continue to evolve. 
• You are goal-oriented —  you understand how to translate goals into action items for yourself and your reports.
• You are organized, efficient, and detail-oriented.
• You are adaptable to change and implement good change management with your reports.
• You are resilient and work well under pressure — you are someone who knows how to prioritize and structure your day in a fast-paced, changing environment.
• You are comfortable working from home.

LOCATION & COMPENSATION: 

This posting is for a full-time salaried position. This role will be fully remote and will require a non-traditional, but regular, work schedule including regular weekends and/or non-EST coverage. 

Salary range:  $73,000-91,000 depending on experience.

*In the short term: Due to COVID-19, we have shifted our entire staff to fully remote until at least January 2022. ActBlue is equipped to have you onboard and begin employment remotely from your home office if you are hired for this role. If working out of our ActBlue offices in Somerville long-term will entail relocation for you, we will work with you directly to make sure you’re able to relocate in a reasonable time frame once ActBlue resumes standard in-office work patterns. However, your role will remain permanently remote. 

ActBlue offers generous, competitive compensation, and provides fully paid and trans-inclusive health, dental, and vision insurance and an employer-sponsored 401k contribution plan. ActBlue will also provide the technology and hardware needed to do the job. 

Women, people of color, LGBTQIA2S+ individuals, and members of other minority or marginalized groups are strongly encouraged to apply. ActBlue is an equal opportunity employer and does not discriminate against candidates on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, or veteran status. 

ActBlue cannot at this time sponsor work visas.

*ActBlue will never ask candidates to buy equipment, nor will we email from anything other than an actblue.com or actbluetech.com email address.