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Candid Support Senior Liaison

Publicado por
Candid
|
New York, NY
Novo
|
Publicado há 25 dias

Candid seeks a customer-focused frontline ambassador with deep knowledge of the nonprofit sector to join its team of Support professionals.

Position: Candid Support Senior Liaison

Reporting to: Candid Support Senior Liaison

Location: New York City or Williamsburg, VA preferred; other locations considered 

Position summary

The Senior Liaison of Candid Support will execute day-to-day operations for Candid’s Nonprofit Support Team. This role is a frontline position and works closely with other internal teams to help nonprofits advance their work by providing them the best answers and resources and offering in-depth help particularly with Candid’s GuideStar Nonprofit Profiles. The Sr. Liaison will also cross-train and have knowledge of all Candid Support platforms and Support responsibilities and will play a key role in any Support platform migration efforts. This position may or may not have direct reports and will be responsible for directing and managing special projects as assigned. 

This position is well-suited for someone who has extensive customer service/success skills, reference or research background, aptitude for working with the public, and the ability to balance a diverse set of responsibilities.  

Responsibilities

·      Serves as subject matter expert for key products/services within Candid. 

  • Helps develop and enforce systems and processes used by the Candid Support team. 
  • Serves as a bridge between internal support teams, sharing knowledge and advancing best practices. 
  • Represents Candid publicly, in training sessions, webinars or other forums as needed. 
  • Serves as liaison with designated teams across Candid. 
  • Manages nonprofit-related call, live chat, and email queues and responds in a timely, knowledgeable, and courteous manner. 
  • Troubleshoots any technical issues identified by nonprofits or external users and escalate to other personnel as needed. 
  • Uses experience and expertise in making recommendations that will improve department efficiency and/or effectiveness. 
  • Identify and communicate trends in customer satisfaction or dissatisfaction. 
  • Serves as back-up to other Candid Support personnel. 
  • Ability to use online forums such as chat, social networks, and blogs to effectively communicate with external audiences. 
  • Effectively communicate and support nonprofit information sharing. 
  • Assists with creating FAQs and/or Help Articles.  
  • Participates in cross departmental training. 

·      Support regional activities with an “all-hands-on-deck” spirit as needed. 

·      Perform other duties and special projects, as assigned. 

Requirements

·      Proven track record of team or project development and management. 

·      3-5 years of experience in providing direct customer service/success. 

·      Serious, proven commitment to excellent customer service, user experience, and audience development.  

·      Extensive knowledge of and interest in the work of the nonprofit/social sector community. 

·      Experience with Intercom and/or Salesforce ServiceCloud. 

·      Highly organized and able to work on deadlines with minimal direct supervision. 

·      Patience, perseverance, and follow-through to work with multiple departments to achieve program goals. 

·      Exceptional written communication skills, and strong oral communication skills, including public speaking experience. 

·      Broad base of experience with office technology including customer support platforms and comfortable with learning new applications with minimal guidance or instruction. 

·      Ability to work simultaneously on multiple projects and detail/deadline orientation a must. 

·      College degree strongly preferred; equivalent experience will also be considered. 

·      Sensitivity and respect for racial, gender, sexual orientation, and cultural differences. 

·      Champions and represents Candid’s core values: We’re driven, direct, accessible, curious, and inclusive.  

·      Willingness to perform other duties and special projects as needed/requested. 

See the world. Make it better.

Every year, millions of nonprofits spend trillions of dollars around the world. Candid finds out where that money comes from, where it goes, and why it matters. Through research, collaboration, and training, we connect people who want to change the world to the resources they need to do it. Our data tools on nonprofits, foundations, and grants are the most comprehensive in the world. 

Candid’s vision is an ambitious one. But we know that when we make investments in our

talent, it translates to more access and better knowledge for those working for social good around the world.

On February 1, 2019, Foundation Center and GuideStar joined forces to become Candid,

a 501(c)(3) nonprofit organization.


Candid seeks a customer-focused frontline ambassador with deep knowledge of the nonprofit sector to join its team of Support professionals.

Position: Candid Support Senior Liaison

Reporting to: Candid Support Senior Liaison

Location…

Resumo dos Detalhes

  • Comprometimento de Tempo
    Carga Horária Integral
  • Data de Início
    1 de janeiro de 2022
  • Prazo para Inscrições
    31 de dezembro de 2021
  • Educação
    Ensino Superior Requerido
  • Nível profissional
    Profissional
Salário
Veja abaixo
We offer a competitive salary and excellent benefits.

Localização

Virtual
O trabalho pode ser executado em qualquer lugar de Estados Unidos
Local Associado
32 Old Slip, New York, NY 10005, United States
24th Floor

Como se inscrever

Please email your resume and cover letter to careers@candid.org. Please put the title of the position you are applying for in the subject line. Your application will only be considered if all instructions above are met.

We offer a competitive salary and excellent benefits. Due to the high volume of applicants we typically receive, we regret that we can only contact candidates that we would like to interview.

For more information on positions available at Candid, please visit our website: https://candid.org/about/work-at-candid

Candid is an EO/AA/VET/DISABLED Employer.

We are committed to diversity, equity, and inclusion and especially encourage members of underrepresented communities to apply. 

Please email your resume and cover letter to careers@candid.org. Please put the title of the position you are applying for in the subject line. Your application will only be…

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