Job Board/Deputy Director of Customer Service at ActBlue



Photo of ActBlue

ActBlue
emoji of a money mouthSomerville, MAemoji of a pushpin$90,000 - $110,000emoji of an enveloperecruitment@actblue.comemoji of a clockFri Aug 30 2019
emoji of a woman of coloremoji of a manemoji of a person of coloremoji of a woman 15 total on the teamemoji of a woman of coloremoji of a woman 12 women in techemoji of a woman of coloremoji of a person of color 4 people of color in tech

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.

THIS ROLE:

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. This rapidly growing team supports our donors seven days per week, 365 days per year, and has remote team members across the country from Portland, Maine to Portland, Oregon. They help donors and offer efficient, accurate, and friendly service in every interaction.

To better support and scale this rapidly growing team, we are looking for a Deputy Director of Customer Service to join us. This person will work closely with the Director of Customer Service to scale, manage, and lead the team to hit our goals as we head into the 2020 elections and more.

YOU WILL:

  • Hit the ground running and assist in Donor Support Team hiring and reorganization efforts

  • Directly supervise Donor Support Managers and QA/Resource Specialists

  • Monitor trends and performance metrics, as well as supervise the creation and maintenance of necessary internal and external resources

  • Coordinate with other Deputy Directors to ensure departmental cohesion, and serve as the “voice of donors” in high-level organizational conversations

  • Be involved in product development and testing, with an eye toward donor concerns and behavior

  • Serve as the ultimate mediator and last line of defense for donor issues within the Donor Support Team and across other departments as needed

  • Monitor staffing and develop a dynamic and scalable hiring and scheduling plan

  • Source and/or develop professional development and continuing education opportunities for the Donor Support Team

YOU ARE:

  • Someone with experience managing and scaling a growing support organization

  • Experienced at hiring and managing remote staff, including coordinating schedules across time zones and non-traditional work weeks

  • Experienced at driving staff engagement across functions and building community

  • Someone who cares deeply about delivering great support and advocating for both your customers and your staff

  • Excited to help grow a rapidly expanding team and work closely with both your Director and other Deputy Directors to ensure smart growth across the department

  • Passionate about ActBlue’s mission to empower small-dollar donors

LOCATION & COMPENSATION:

ActBlue’s office is located in Davis Square in Somerville, MA, just a few blocks from Boston’s MBTA Red Line train. This posting is for a full-time, in-office, salaried position. We offer a competitive salary and a generous compensation package, which includes commuter benefits; fully paid and trans-inclusive health, dental, and vision insurance; an employer-sponsored 401k contribution plan; and a flexible time off policy.

Salary: $90,000 - $110,000, based 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, LGBTQ individuals, and members of other minority or marginalized groups are strongly encouraged to apply.

ActBlue cannot at this time sponsor work visas.

What is your Interview process like?

Preliminary phone screen with our Recruitment Manager then a video conference interview with our Director of Customer Service

What efforts are you making in terms of increasing diversity & inclusion within your company?

We have taken a special focus on diversity and inclusion in the last year. We have started a D & I Taskforce, have begun implementing D & I feedback software, recently hired a Director of People & Culture, and work with diversity-focused consultants to ensure our workplace is inclusive. Beyond those initiatives, ActBlue employs candidates of extremely varied backgrounds and with diverse identities that lends to an inclusive environment for all employees.

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