Posted:3 weeks ago|
Platform:
Work from Office
Full Time
Role Description
Reports to: Manager, Donor Engagement & Experience
Salary: Same range as Saritha P S (Backfill)
Donor Experience Specialist
Role Summary
As a Donor Experience Specialist, you are the face of Charitable Impact and the first point of
contact for our users, which include donors, communities, companies and charities. You are an
enthusiastic and driven brand ambassador who nurtures giving journeys through inbound
emails, calls and chats. Support includes educating users on Charitable Impacts features,
empowering communities with fundraising strategies, processing transactions, and
managing ongoing relationships. As a member of our Donor Engagement and Experience
team, you confidently and consistently promote Charitable Impacts products and services
while providing excellent user support.
What Youll Do
Provide an empowering experience for all general inbound support communication
Educate and consult with users and prospects to help them identify and adopt new
features and tools that support their giving and fundraising goals (e.g., fundraising
pages, live donation matching, etc.)
Provide a consistent and exceptionally high level of service that includes processing
transactions and administrative tasks in an efficient, accurate, and friendly manner
Manage and nurture donors and other users while identifying opportunities to
promote Charitable Impacts services and offerings (e.g., Charitable Investment
Program, Cause Funds, etc.).
Proactively engage with users and communities to increase adoption, engagement
and retention while exploring opportunities for growth and collaboration
Assist in developing processes that scale with the customer experience in mind
(including Charitable Impacts support/transactional systems)
Actively listen to our users, empathize with their experience, and collect their feedback
to share with internal teams
Seek ways to improve and implement internal systems that strengthen efficiency and
ensure smooth and collaborative team operations
Actively contribute to the creation and ongoing maintenance of team documentation,
including process guides, workflows, and projects.
Our Ideal Candidate
Exhibit values of trust, teamwork, and accountability
Outstanding oral and written communication skills
Ability to manage multiple clients, projects, and priorities in a fast-paced environment
3+ years experience in a client-facing role
Bachelors degree
Strong relationship-building skills grounded in emotional intelligence, with a resultsdriven
mindset and a track record of meeting and exceeding goals
Overcomes objections by providing answers and solutions that match our capabilities
A proven self-starter who takes initiative and thrives in a remote role, collaborating with
team members
Strong consultative skills with the ability to uncover user needs, anticipate potential
challenges, and develop tailored solutions or creative workarounds
Experience in client development, coaching, or mentorship
Assets
Experience in fundraising, philanthropy, or the charitable sector
Experience in marketing
Experience in the financial space or a technology startup environment
Fluency in French (oral and written)
Non-negotiables
Highly reliable, high-speed internet connection for uninterrupted phone calls, live
chats, and Zoom walkthroughs.
Quiet, professional home working environment suitable for both phone and video calls.
Ability to de-escalate challenging situations with users and resolve complaints with
empathy and tact.
Available to work non-traditional hours aligned with North American time zones
(PST/EST), including adjusting your schedule when daylight savings time begins or
ends.
Demonstrated experience working with North American companies and customers,
with a strong understanding of cultural nuances in communication and service
delivery.
Requirement: Flexibility to provide support during Giving Season (December) our
busiest period which may include coverage on Christmas Eve/Day and New Year s
Eve/Day.
Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).
Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Krak w, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.
Infogain
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