Donorbox is hiring a
Support Team Manager

Summary

Join Donorbox, a leading fundraising platform and donor management system for nonprofit organizations, as a passionate leader to lead our world-class Support team. The ideal candidate must be adept at tackling complex issues and have strong leadership and organizational skills.

Requirements

• 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

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

Benefits

• 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