About Us:
Since our launch in 2020, we have moved over $20M in donations from 40,000 members to more than 2,000 small, local nonprofits across the country. We’re the giving circle platform partner of Charity Navigator, Giving Compass, Philanthropy Together, the global giving circle initiative backed by the Gates Foundation, and more. If you’ve never heard of a Giving Circle before, check them out in the NYT, Fast Company, and Refinery29. We have top tier funders supporting our mission, including Notation Capital, PJC, Alex Chung (founder of Giphy), and David Heath (founder of Bombas).
Who we are looking for:
We’re looking for a strategic doer who can not only roll up their sleeves and communicate with our customers efficiently and effectively, but also lead others on the team doing this work. A professional with great operations chops who may also have experience facilitating nonprofit granting, this individual is technical with a customer-centric mindset.
We’re a team of good people doing great things. Our team culture is built on openness, intentionality, collaboration, and spirit. We love our work and are a high-performance team that is passionate about making a difference every day. We are seeking an innovative and energetic person to join our founding team of experienced, socially-minded achievers.
Role:
This is an opportunity for an expert operator to seamlessly support our daily customer support and success needs, as well as our monthly granting process. You will be a face and voice of Grapevine, passionate about supporting local community leaders as they bring together their network to give to nonprofits, donors looking to connect and make a difference, and the nonprofits themselves as they receive funding through us. As our customer support and success manager, you will be responsible for communicating directly with our community in collaboration with our community manager, while refining, overseeing, and managing the processes surrounding our monthly grants. You’ll provide technical customer support and help troubleshoot any challenges for our users, as well as lead our existing customer support team.
This is an opportunity to join a growing start-up organization at its early stages and help lay the groundwork for the future of our growing community.
Responsibilities:
- Provide positive, professional support to our users and be able to give clear and concise guidance via phone, email and/or videoconference. Have a genuine passion for helping users succeed and creating a delightful experience.
- Manage support escalations relating to the granting process and other technical issues that may be occurring for our leaders, members, and nonprofits.
- Ensure effective project management of all issues from initial inquiry through to effective close.
- Work closely across the team to mitigate any issues that arise from the granting process between accounting, product, and customer support.
- Efficiently switch contexts from responding to customer emails and troubleshooting site bugs, to meeting with the team about process and feature improvements.
- Develop clear and informative external-facing written communication materials for our leaders, members, and nonprofits, as well as internal-facing guidance, macros, and more for our growing customer support team.
- Build upon existing processes, procedures, and best practices to ensure a best-in-class customer onboarding and support experience for our members, leaders, nonprofits, and internal team members.
- Develop a deep understanding of the growing Giving Circle movement and what drives successful philanthropic leaders in their communities.
Qualities of a successful candidate:
- 7+ years of work experience, with 2+ years of relevant experience
- Excellent communication skills
- Willingness to work hard, take ownership and responsibility for the scope of work
- Experience in a high-volume customer support and/ or success environment
- Experience as a team leader, both building process and documentation, but also executing and getting deep into the work
- Lead with a customer-centric mentality (customer service experience in some capacity, non-domain specific)
- Act as a trusted, proactive partner cross-functionally to our other team leaders in community and growth
Extra Credit:
- Experience in philanthropy (as a nonprofit professional, at a foundation, or at a company serving nonprofits or donors)
- Experience in fintech or accounting
- Experience managing virtual teams
- Experience using Asana, Google Suite, HubSpot CRM, and HelpScout
What’s in it for you?
- In addition to a terrific team of people and supportive structure, we offer exciting growth opportunities and the ability to make a positive difference in the world.
What you’re looking for:
- A place to grow and learn
- The opportunity to do a great job at a wide variety of tasks
- A group of good people doing great things
Salary
$60,000 - $90,000 commensurate of experience