Donor Experience Coordinator (Remote) at GiveDirectly

What you’ll do:

Donor experience & customer service (35%)

• Support customer service by resolving run rate donor requests and non-donor inquiries received via an email-based help desk (our info@ inbox)
• Resolve donation management requests by utilizing existing systems (CRM, payment processor, Impact Dashboard) 
• Handle matching gift verification through various platforms & corresponding with donors to confirm completion
• Assist in ongoing maintenance of help desk ticketing system i.e. drafting new or updating outdated macros, adding ticket types
• Develop working knowledge of all DX processes to be able to provide coverage during times of high volume or to support team member’s annual leave

Donation processing (40%)

• Own donation processing for incoming donations made through offline channels (i.e. check and donor advised fund) and complete related data entry within SLAs for accuracy & timeliness
• Work with other fundraising members by providing contact owners and other internal stakeholders with reliable, timely updates about incoming donations (i.e. flagging high value donations

Growth team and cross-team support (25%)

• Support ongoing initiatives to improve donation data accuracy with cross-team stakeholders (i.e. finance, compliance)
• Collaborate with broader growth team members to support on additional ad-hoc projects (i.e. hiring, maintaining knowledge databases)

What you’ll bring:

• Exceptional alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity. We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.
• Fluency in English is required
• Strong organizational skills and the ability to manage multiple workflows within defined timelines
• Exceptional attention to detail and commitment to data accuracy
• Comfort working in Google Sheets, CRMs, and ticketing platforms, with the ability to quickly learn new systems
• Excellent written communication skills
• Strong customer service instincts, including skilled problem solving, patience, and high emotional intelligence
• Ability to manage day-to-day operations and propose & implement process improvements