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Community Support Coordinator

Posted by

Fund for Shared Insight


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|
Published 5 days ago

January 4, 2021
December 15, 2020
This position is an hourly contract position. Hourly rate will be $40-$50/hour, commensurate with experience.

The Listen4Good (L4G) Community Support Coordinator is responsible for providing professional customer support to users of the L4G web app, coordinating with our development team to troubleshoot potential issues, and managing our online peer Community of users. 

Our ideal candidate has exceptional oral and written communication skills, is comfortable with virtual engagement, has experience providing technical customer support, and is a natural problem solver. You are well organized, have a strong eye for detail, believe in providing excellent customer service, and have a demonstrated commitment to social justice issues. This is an opportunity to join a rapidly growing program and start-up organization at its early stages. This role is currently about an 80% full-time role. While we operate as a virtual team, we have a strong preference for this role to be located in the Pacific Time Zone.

This is a great opportunity for an individual seeking to apply their skills, and passion for social justice, equity, and inclusion to the nonprofit sectors. We encourage individuals who reflect the communities whose voices we seek to amplify, including LGBTQ and people of color, to apply.


Key Responsibilities

  • Develop an understanding of the L4G five-step feedback loop process, our interactive web app, and coaching supports
  • 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 a deep sense of empathy for busy non-profit technology users
  • Work side by side with our development and product teams to get to the bottom of web app bugs and any user issues
  • Monitor and moderate online Community usage, seed user activity, and send out monthly digests to the Central Team and participating L4G organizations
  • Able to efficiently switch contexts from responding to customer emails, to troubleshooting a bug, to meeting with the team about program improvements
  • Develop best practices and write articles for our Help Center that help users best leverage the full functionality of L4G’s web app
  • Work collaboratively with L4G Central Team to reflect on user progress and recommend adjustments in product and systems as needed
  • Potential to take on additional project management, operations planning, communications or other responsibilities over time, based on skills and interest


Key Skills and Qualifications

  • Commitment to social justice, equity, and inclusion; and a deep interest in lifting up the voices of the people least heard in society and whom nonprofits and foundations seek to help
  • Superior verbal communication and writing skills, especially via email and phone
  • Attention to detail, critical-thinker and problem-solver
  • Ability to engage users and build rapport with our online peer Community of users
  • Comfort with data, Excel, and technology platforms such as Salesforce, Zendesk, etc.
  • Familiarity with various types of virtual platforms (e.g. scheduling, email marketing software, etc.) a plus
  • Strong self-management skills – ability to track and follow up with organizations across extended time periods. Excellent prioritization skills and ability to self-direct work
  • Strong customer service work ethic and “roll-up-your-sleeves” attitude
  • Learning mindset – open to feedback and a willingness to learn new approaches and systems
  • Highly collaborative and willing to work in a multi-functional virtual team
  • Flexible and adaptable to changing environment and inevitable evolution of program

Interested applicants should send a brief cover letter and resume to careers@fundforsharedinsight.org. Given high volume, we will only respond to candidates who are moving forward in our process.

Compensation

This position is an hourly contract position. Hourly rate will be $40-$50/hour, commensurate with

experience.

The Listen4Good (L4G) Community Support Coordinator is responsible for providing professional customer support to users of the L4G web app, coordinating with our development team to troubleshoot potential issues, and managing our…

Details at a glance

  • On-site Location
  • Full Time Schedule
  • Contract
  • 4-Year Degree Required
  • Entry level

Location

Oakland, CA

How to Apply

Interested applicants should send a brief cover letter and resume combined into one document to careers@fundforsharedinsight.org. Given high volume, we will only respond to candidates who are moving forward in our process.

Interested applicants should send a brief cover letter and resume combined into one document to careers@fundforsharedinsight.org. Given high volume, we will only respond to…

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