Background information about the job or company (e.g., role context, company overview)

GiveDirectly is the first - and largest - nonprofit that lets donors like you send money directly to the world’s poorest. We believe people living in poverty deserve the dignity to choose for themselves how best to improve their lives - cash enables that choice.

Responsibilities or duties

Donor experience & customer service (35%)

• Support customer service by resolving run rate donor requests and non-donor inquiries received via an email-based help desk (our info@ inbox)
• Resolve donation management requests by utilizing existing systems (CRM, payment processor, Impact Dashboard)
• Handle matching gift verification through various platforms & corresponding with donors to confirm completion
• Assist in ongoing maintenance of help desk ticketing system i.e. drafting new or updating outdated macros, adding ticket types
• Develop working knowledge of all DX processes to be able to provide coverage during times of high volume or to support team member’s annual leave

Donation processing (40%)

• Own donation processing for incoming donations made through offline channels (i.e. check and donor advised fund) and complete related data entry within SLAs for accuracy & timeliness
• Work with other fundraising members by providing contact owners and other internal stakeholders with reliable, timely updates about incoming donations (i.e. flagging high value donations

Growth team and cross-team support (25%)

• Support ongoing initiatives to improve donation data accuracy with cross-team stakeholders (i.e. finance, compliance)
• Collaborate with broader growth team members to support on additional ad-hoc projects (i.e. hiring, maintaining knowledge databases)

Qualifications or requirements (e.g., education, skills)

• Exceptional alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity. We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.
• Fluency in English is required
• Strong organizational skills and the ability to manage multiple workflows within defined timelines
• Exceptional attention to detail and commitment to data accuracy
• Comfort working in Google Sheets, CRMs, and ticketing platforms, with the ability to quickly learn new systems
• Excellent written communication skills
• Strong customer service instincts, including skilled problem solving, patience, and high emotional intelligence
• Ability to manage day-to-day operations and propose & implement process improvements

• Support customer service by resolving run rate donor requests and non-donor inquiries received via an email-based help desk (our info@ inbox)
• Resolve donation management requests by utilizing existing systems (CRM, payment processor, Impact Dashboard)
• Handle matching gift verification through various platforms & corresponding with donors to confirm completion
• Assist in ongoing maintenance of help desk ticketing system i.e. drafting new or updating outdated macros, adding ticket types
• Develop working knowledge of all DX processes to be able to provide coverage during times of high volume or to support team member’s annual leave
• Own donation processing for incoming donations made through offline channels (i.e. check and donor advised fund) and complete related data entry within SLAs for accuracy & timeliness
• Work with other fundraising members by providing contact owners and other internal stakeholders with reliable, timely updates about incoming donations (i.e. flagging high value donations
• Support ongoing initiatives to improve donation data accuracy with cross-team stakeholders (i.e. finance, compliance)
• Collaborate with broader growth team members to support on additional ad-hoc projects (i.e. hiring, maintaining knowledge databases)

• Strong organizational skills
• Ability to manage multiple workflows within defined timelines
• Exceptional attention to detail
• Commitment to data accuracy
• Comfort working in Google Sheets, CRMs, and ticketing platforms
• Ability to quickly learn new systems
• Excellent written communication skills
• Strong customer service instincts
• Skilled problem solving
• Patience
• High emotional intelligence
• Ability to manage day-to-day operations
• Ability to propose & implement process improvements

• BA/BSc/HND
• Exceptional alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity.
• Fluency in English is required