Associate, Supporter Relations

At USA for UNHCR, our people are the driving force behind our mission of delivering hope and opportunity to refugees worldwide. We're not just a workplace - we're a vibrant community of passionate, forward-thinking professionals committed to making a real difference. If you thrive in a dynamic, transparent, and data-driven environment, and want your career to directly impact lives across the globe, we invite you to join us!

SUMMARY 

The USA for UNHCR Supporter Relations team is responsible for providing strong frontline support to USA for UNHCR’s donors, partners, prospects, and engaged community members who contact the Supporter Relations team and contact center with any gift, account, or programmatic inquiries. The Supporter Relations Associate is primarily responsible for managing the relationship with the inbound contact (call) center vendor and quality control of the inbound contact center cases, in addition to directly providing best-in-class customer service to internal and external stakeholders ensuring compassion and commitment for refugees and displaced people around the world. 

Because the work of USA for UNHCR is driven by the rapid response to displacement crises, this position requires the ability to quickly pivot priorities, immediately activate fundraising support for the Development teams, and may experience periods of high case (donor and prospect inquiry) volumes via phone, email, web and SMS in response to these crises. The Supporter Relations Associate plays a critical role in direct customer service and inquiry resolution, oversight, and quality control of services provided by our contact center vendor.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Operations and Quality Control (80%)  

• Oversee the relationship, information sharing, direction, and training for the contact center vendor. 

• Responsible for auditing cases submitted by the contact center vendor, processing corrections, drafting coaching notes, and collaborating with vendor to retrain agents.  Conduct weekly audits from audio samples. 

• Reconcile vendor call logs and vendor submitted cases each month and research discrepancies. 

• Conduct regular surveys gauging supporter experience with the contact center and provide team with insights and recommendations based on findings. 

• Draft and send weekly engagement packets for contact center agents. 

• Ideate, design, and collaborate with the Business Systems Team (BST) to create and implement digital solutions for the Supporter Relations team, both proactively and upon request. 

• Perform additional team and department related tasks as required. 

Direct Supporter Relations (20%)  

• Process escalated cases from the contact center. 

• Answer inbound supporter inquiries through various channels including email, web and SMS, taking prompt and appropriate action with each supporter; provide accurate information and/or quickly alleviate concerns and anxieties regarding U4U’s work or their giving. 

• Assist supporters in making donations, updating gift/payment information, answering questions, and addressing concerns in a highly personalized, personable, timely, and empathetic way. 

• Exercise sound judgement and adherence to protocol to escalate cases to supervisor when appropriate. 

• Follow up with supporters within 48-72 hours when an immediate solution cannot be provided.    

• Maintain confidentiality, discretion, and compliance in working with personally identifying information (supporter data). 

• Perform general updates to constituent and gift records in the database. 

• Prioritize supporter retention by offering alternative options to recurring gift cancellation requests.    

• Provide accurate and concise call notes, effectively summarizing supporter status, purpose of the call and ultimate resolution for each call. 


• Recognize and maximize opportunities to deepen conversations with supporters by asking follow-up questions and engaging in conversation toward greater understanding of callers’ anxieties, frustrations, inspirations and motivations. 

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  

EDUCATION and/or EXPERIENCE  

• Bachelor’s degree, plus at least 2-5 years of customer service experience in non-profit or contact center related setting, with strong emphasis on phone and email engagements; each additional year of experience can substitute a year of the educational requirement.  

• Strong active listening skills and demonstrated ability to remain calm and compassionate. Ability to diffuse tense or difficult situations.  

• Genuine desire to communicate warmly and effectively to people and help solve problems/questions; enjoys communicating by phone and email.  

• Demonstrates a high degree of customer service to internal and external stakeholders.  

• Ability to quickly learn new software and absorb organizational and programmatic content.  

• Experience with fundraising or marketing CRMs, preferably Salesforce.  

• Efficient work style, with strong attention to detail.  

• Ability to thrive in a fast-paced environment and prioritize workflow, acting quickly.  

• Proficiency in Microsoft Word, Excel and Outlook.  

• Ability to collaborate with peers and take direction from leadership to accomplish tasks.  

• Ability to be a quick and eager learner.  

• Demonstrates passion and the willingness to go the extra mile to provide stellar customer service skills.  
  


• Demonstrates passion for USA for UNHCR’s mission through previous academic work, extra-curricular or civic society membership, and/or personal and professional experience. 

WORK LOCATION    

Hybrid + Washington, DC + May also involve travel to some locations within the company’s region of operations.   

COMPENSATION    

$36.11 - $42.43  per hour, based on a 35-hour work week.  

APPLICATION DEADLINE  

Please apply immediately or by April 28, 2026.  

WHY YOU'LL WORKING HERE 

We're proud to be consistently recognized as a Great Place to Work, a reflection of our deep commitment to employee well-being, growth, and purpose. Our benefits are designed to support your whole life, not just your work life. While specific offerings may evolve over time, highlights currently include: 

• Comprehensive health coverage, including employer-paid employee medical options (traditional and HSA plans) 

• Flexible savings accounts, including FSA and HSA 

• Industry-leading 401(k) match 

• Lifestyle Spending Account to support your wellness 

• Mental and financial wellness resources 

• Paid time off, including a paid winter break and sabbatical leave at key milestones 

• Volunteer Time-Off to support your community engagement 

• Professional development support 

• Access to tools like Headspace for mindfulness and mental health 

Please note: Benefits are reviewed regularly and subject to change. 

DISABILITY SPECIFICATIONS    

USA for UNHCR will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.    

USA for UNHCR is an Equal Opportunity Employer. Refugees and all other protected classes are encouraged to apply. 

Why Join USA for UNHCR?

Joining USA for UNHCR means becoming part of a people-first organization that lives its values every day. We're passionate about creating meaningful change, dynamic in our collaborative approach, and transparent in how we work together to support refugees. By embracing cutting-edge solutions and a data-driven mindset, we stay forward-thinking, ensuring your unique talents fuel innovation and impact. Here, you'll grow alongside a supportive team, develop your skills in a nurturing environment, and see the transformative power of your work - on the lives of refugees and on your own journey. 

Ready to make a difference while being a part of a team that truly cares about you? We'd love to hear from you! Apply today, and let's create a brighter future together.