Number of Applicants
:000+
DonorsChoose makes it easy for anyone to help a teacher in need, moving us closer to a nation where students in every community have the tools and experiences they need for a great education.
Since 2000, more than 5 million people and partners have contributed $1 billion to support 2 million teacher requests for classroom resources and experiences. Projects range from art supplies to build the set for a school musical, to books and puzzles that affirm students’ identities, to bird seed for an at-home science project. We proudly serve all US public schools, public charter schools, and Head Start centers, and we combat systemic inequity by driving a majority of donations to schools that have been historically underfunded due to economic and racial inequity.
DonorsChoose has been recognized as a best place to work by GOOD Magazine and the Nonprofit Times, while Fast Company named DonorsChoose one of the 50 Most Innovative Companies in the World—the first time a charity has made this list. Our dedicated team works from across the United States bring classroom dreams to life.
As a Customer Support Specialist at DonorsChoose you’ll answer between 60 - 100 emails a day (depending on the day). These inquiries will span a variety of different topics across the entire teacher and donor lifecycles. Emails will be submitted in English and Spanish.
You may help a donor navigate our marketplace to support a school in their hometown. Or you may help a teacher get donations multiplied by qualifying for a partner-backed offer. You may walk a mother through surprising her daughter (a first-year teacher!) by fully funding her classroom project. Or you may spend some time tracking down a shipment of live crickets (yikes!) for a sixth grade science class. And sometimes you’ll have to do things like explain policies that won’t make the customer super happy, deliver difficult news about eligibility, or simply help a customer reset a password. It’s not all glamor and live insects, but at the end of every day you’ll have helped a bunch of people bring joy to a bunch of students!
In addition to this core work, sometimes you’ll be assigned capacity building work as workload and time allows. This capacity-building work is defined as work that executes against a CS manager’s OKRs and will be done in close collaboration with your manager, who will fully scope and define the work. This work could look like:
The majority of your time will be dedicated to core ticket work. When time, performance, workload, and need allow, capacity-building work may be matched with you. The breakdown between core ticket work and capacity building work for a Specialist will vary as our volume fluctuates. Typically, we estimate that you can expect this breakdown of work:
Q1+Q2: 95% core ticket work, 5% capacity-building work
Q3: 90% core ticket work, 10% capacity-building work
Q4: 80% core ticket work, 20% capacity-building work
This position might be for you if the following describes you as a person:
We are aiming for a start date ofJuly 23rd, 2024. Every application is reviewed by a member of our team and we will be reviewing applications on a rolling basis. To help you prepare for our hiring process, here's an outline of what you can expect:
Our compensation philosophy ensures that we are both externally competitive with tech-forward nonprofits of a similar size and internally fair in our pay practices. The following ranges represent the target offer range given the scope and experience expectations for this role. Please note that DonorsChoose has non-negotiable policy regarding salary offers.
Once employees are hired, everyone at DonorsChoose is eligible to receive annual performance-based raises as they grow in their role. We are open to a variety of experiences, and recognize that the person we hire may be less experienced or more senior than this job description as posted. If you don’t check every box listed here, or you know you’d bring additional experience to the table, we hope you’ll submit your application.
In addition, we offer full-time staff 25 paid vacation days per year and 11 paid holidays, a rich employer-paid individual and family health plan, a matching 401(k) plan (up to 5% of base salary), annual professional development stipend, and casual and flexible work environment. To learn more about what it is like to work for DonorsChoose, visit our careers page.
In this role, you’ll have the option to work a flexible hybrid schedule in our NYC office, or to work fully remotely from CA, CO, CT, DC, FL, GA, IL, IN, ME, MA, MD, MI, NJ, NY, OR, PA, RI, TX, VA, WA, WI.
Candidates who are not in the NYC area should expect to travel to our NYC office on an as-needed basis, about 4-6 times per year. All work-related travel expenses will be covered by the organization.
DonorsChoose participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization.
Please submit your resume and answer the application questions online. Since we’re trying to get to know you through our hiring process, we ask that you please refrain from using AI writing tools to craft your response to our application questions. A cover letter is optional and may be addressed to Diana Au, Manager, Customer Support.
HUMANITY
People are the heart of our team and the communities we serve. Our compassion informs our goals and how we work together to achieve them.
LEARNING
Education is the beating heart of our organization, inside and out. We’re curious. We listen. We know we don’t know everything.
GRATITUDE
We begin and end with thanks. We take joy in our mission, our communities, and each other.
The DonorsChoose team works toward a nation where students in every community have the resources needed for an excellent education. To do this we hire and support a diverse team of the best and the brightest talent available.
We are an organization increasingly representative of the varied races and ethnicities, genders and sexual orientations, religious and political beliefs, and abilities that comprise our nation. DonorsChoose focuses on attracting, retaining, and advancing diverse talent because it makes us more effective, high-performing, creative, and resilient. If you are passionate about our mission, highly skilled in your field, and looking for a place where you can bring all of yourself to work, we want you.
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