Customer Support Manager

Posted Mar 15

WHO WE ARE:

ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If you’ve ever given online to a Democrat or progressive organization, chances are you’ve used our powerful online fundraising platform.

We put power in the hands of small-dollar donors and help thousands of groups — from presidential candidates to environmental organizations — build grassroots movements. We envision a democracy where everyone looking to make progressive people-powered change can easily and effectively deploy their resources, energy, and creativity to shape our country and futures. 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.

THE OPPORTUNITY: 

You would be joining an Admin Support Team nested in the Customer Service Department. We are a team-oriented group of people with bright minds, different backgrounds, and a variety of skill sets. We believe in the power of technology and are excited by problem-solving and providing individualized support. 

The Admin Support Team’s primary role is managing the Support Queue, the destination for all emails sent to support@actblue.com from campaign and organization entity users as well as grassroots organizers. We support hundreds of campaign and organization admins per week and handle a wide array of questions over email and phone, such as user verification, donation management, and technical support. Depending on where we are in the election cycle, the workload fluctuates, and thus flexibility and a commitment to dynamic processes is key. We also manage all inbox routing and triaging so we are experts in what specific issues should be escalated to different teams and departments. 

As Admin Support Manager, you play a critical role in supporting your direct reports in meeting their individual business and development goals as well as the team meeting their team level goals by leading and implementing teamwide initiatives.

WHAT YOU WILL DO:

  • Manage a team of Admin Support individual contributors and support their professional development 
  • Support customer service tasks, such as 
  1. Answering emails with speed and accuracy, meeting team-wide quantitative and qualitative KPIs 
  2. Returning voicemails and providing support over the phone 
  3. Triaging tickets to other teams with speed and accuracy  
  4. Monitoring refund spreadsheets 
  5. Working on ad-hoc projects
  6. Occasionally presenting updates for the team or at department meetings
  • Serve as an escalation point for associates/specialists for more complex user issues 
  • Serve as an escalation point for other teams/departments or high-level partners for time-sensitive technical questions and issues 
  • Evaluate the need for new team resources and workflows and collaborate with other staff on the implementation as needed 
  • Lead projects and engage cross-functional stakeholders as needed 
  • Assist in training and/or onboarding current and new staff when needed
  • Lead weekly 1:1 meetings with your report(s) and schedule any other meetings for project work, training, etc. with them
  • Lead engaging team meetings on a rotating basis along Admin Support leadership 

WHAT YOU BRING:

  • Experience in direct technical support and eagerness to become an ActBlue product expert
  • Experience with HTML, CSS, and integrations (such as ad tracking, facebook pixels) OR are excited about learning about new technologies
  • 1-3 years of experience leading a team of customer service professionals (ideally in a remote setting). As a strong coach, you're an effective listener and facilitator who will use your experience and situational awareness to help your team support donors, nonprofits, and campaign teams
  • Experience working with email ticket systems like Zendesk, knowledge bases such as Confluence, Airtable, Hubspot or similar platforms, and business intelligence warehouses such as Looker
  • Experience managing customer service metrics like CSAT, SLA, Average Reply Time, etc.
  • Experience in analytical reading and problem-solving — you can convert numbers into stories and vice versa 
  • Skilled at community building 
  • Nice to have: Experience in a start-up environment, e-commerce, tech industry, or political field

LOCATION AND COMPENSATION: 

This posting is for a full-time, remote, salaried position. Travel may be required on a limited basis to attend all-staff and departmental retreats (1-2 times per year). Additional travel may be required for select positions. Working hours will be Eastern Time Zone business hours (roughly 9:30 a.m - 5:30 p.m.) from Monday to Friday. We also have a few dates throughout the year that require additional evening and weekend coverage, as well as rotating manager converge on certain dates throughout the year.

ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming. 

Salary Range Details:

Salary Range: $79,000 - $96,500 

ActBlue is committed to consistent compensation practices across our organization. Final salary offers will take into account factors such as candidate experience, interview performance and current team salary parity. 

BENEFITS:

  • Flexible work schedules and an unlimited time-off policy
  • Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families; plus fully-paid health reimbursement arrangement to use for out of pocket expenses and fully-paid short- and long-term disability 
  • Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option
  • Dependent and health care flexible spending account options
  • Employee Assistance Program (EAP) benefits for employees 
  • Automatic 2% Employer-paid 401K contribution, plus up to an additional 6% match on employee contributions
  • A minimum of three months paid medical, family and parental leave (for all new parents, adoptions included)
  • Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees
  • Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe & New York Times

ActBlue is unable to sponsor work visas at this time.

Supervisory role not part of the Bargaining Unit position: Certain employees who report to this position may be covered by a collective bargaining agreement.

INCLUSION STATEMENT:

ActBlue is deeply committed to the principle of equal employment opportunity. We commit to retaining, developing, recruiting, and hiring a diverse staff community. We honor the dignity of all. We celebrate their unique qualities. And we recognize the wide range of human differences, backgrounds, and intersectional identities that enrich the workspace and help us better meet our mission. If you feel a connection to our mission and see your interests reflected in this job description we encourage you to apply - even if you don’t meet every requirement. 

ActBlue is committed to providing reasonable accommodations to individuals with disabilities throughout the interview and employment process, including using our online system to apply for a position. If you would like to request an accommodation, please contact us at recruitment@actblue.com to get started.

*ActBlue will never ask candidates to buy equipment, nor will we email from anything other than an actblue.com or actbluetech.com email address.