Donor Support Manager

| Somerville | Remote
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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. We're excited to grow this team and get ready to take on even bigger challenges as we look toward 2020 and beyond.

THE ROLE:

You would be joining a fully remote Donor Support Team nested in the Customer Service Department. We are a diverse group of people with bright minds, different backgrounds, and a variety of skill sets. We believe that diversity creates a stronger team, brings more ideas to the table, and allows us to approach solutions from different angles. 

The Donor Support Team is a critical piece of ActBlue’s work to democratize power in this country through small-dollar fundraising and empowering donors. The Donor Support Team supports thousands of donors per day and plays a key role in answering questions and concerns, resolving billing inquiries, and assisting with a wide array of issues over email and phone. As the Donor Support Manager, you join a team of managers with reports of one workstream (Donor Support Associates). 

In this role you will:

  • Manage, coach, and mentor multiple Donor Support Associates to perform tasks, such as 
    • Answering emails with speed and accuracy while meeting team-wide expectations (metrics)
    • Answering voicemails
    • Give donors callbacks
    • Ad-hoc projects
    • Occasionally presenting updates for the team or department meetings
  • Evaluate the need for new resources and collaborate with other staff
  • Assist in training/onboarding current and new staff when needed
  • Provide recommendations for professional development to your reports
  • Provide periodic support in donor queues around major deadlines and key dates (primaries, elections, etc.) with the goal of both staying up to date on current issues and providing support to the team
  • Lead weekly 1:1 meetings with your report(s) and schedule any other meetings for project work, training, etc. with them
  • You will be part of weekly meetings with other managers and the deputy director to shape the Donor Support team’s policies, systems, and culture

Qualifications: 

  • 3+ years of experience in direct support work 
  • 2+ years of experience in people management
  • Experience working with email ticket systems like Help Scout or Zendesk and understand CS metrics like CSAT, avg. reply time - you can convert numbers into stories
  • Experience in analytical reading and problem solving
  • Experience implementing new tools and strategies to increase efficiency, automate workflows, and maximize resources
  • Experience working remotely and managing remote reports
  • Nice to have: Experience in a start-up environment, e-commerce, tech industry, or political field

You will succeed in this role if:

  • You understand how to translate goals into action items for yourself and your reports.
  • You are adaptable to change and implement good change management with your reports.
  • You are a great communicator: You’ll be in contact with many people every day — candidates for this position should enjoy constant communication, including direct donor support. 
  • You are a team player and yet a self-starter who enjoys working independently. 
  • You’re productive working from home.
  • 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: We have goals as a team that we work hard to consistently meet and exceed. 
  • You are organized, efficient, and detail-oriented.
  • 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. 

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. 

We offer a competitive salary and a generous compensation package, which includes fully paid and trans-inclusive health, dental, and vision insurance; an employer-sponsored 401k contribution plan; and a flexible time off policy.  

Salary range: $62,000 - $80,000 depending on experience.

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. Women, people of color, LGBTQIA2S+ individuals, and members of other minority or marginalized groups are strongly encouraged to apply.

ActBlue cannot at this time sponsor work visas.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM

Location

Our offices are located in Davis Square, off of the Davis MBTA Red line stop. Our offices are located near many restaurants, bars, and coffee shops!

An Insider's view of ActBlue

How would you describe the company’s work-life balance?

ActBlue has incredible work life balance! Unlimited PTO is a lifesaver. I organize outside of work for local elections, mutual aid, & direct action, and sometimes that happens during the workday. Having sufficient time to rest also helps me be more motivated & enjoy work. The culture treats PTO with respect & no one is guilted for taking time off.

Crystal

Data Engineer

What projects are you most excited about?

Our team is in the beginning stages of a Roles and Permissions overhaul for our Campaign and Non-Profit users. We will be adding the ability for these entities to grant varying access levels for different users. We hope this will allow for more users to be added to the platform, while keeping their data secure.

Nate

Senior Software Engineer

How has your career grown since starting at the company?

When I first started at ActBlue in 2019, I didn’t write any code. Thanks to the supportive, mentorship-focused approach within the organization, I was given the space to learn and grow my engineering skill set. I paired regularly with my peers, did coursework, and was empowered to take on projects outside of my comfort zone.

Alli

Senior Product Designer

How do you empower your team to be more creative?

Fostering creativity starts with trust. I think innovation comes when we give individuals the autonomy to solve problems, not just build prescribed solutions. Our team collaborates early and often, empowers individuals to understand the why instead of just the what, and encourages risk through a culture of learning through iteration.

Ani

Senior Engineering Manager

What are some things you learned at the company?

As a more "seasoned" member of ActBlue, I appreciate the company's commitment to Diversity and Inclusion. I learn something new almost every single day. Working here is helping me be a better person.

Martin

Engineering Manager, DevOps

What are ActBlue Perks + Benefits

ActBlue Benefits Overview

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.

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
100% employer paid dental insurance
Vision insurance
100% employer paid vision insurance
Health insurance
100% employer paid health insurance
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Up to 6% matching and baseline 2% employer contribution
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
12 weeks plus 4 weeks flex time, and an additional week for every year employed.
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Onsite office parking
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
All employees are given a $2500 professional development budget annually
Customized development tracks

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