Network for Good envisions a world where generosity is unleashed, with compelling opportunities to give back at every person’s fingertips. To achieve this vision, Network for Good empowers our corporate partners with the platform and know-how to scale generosity and advance good causes. We have delivered over $1.5 billion to more than 125,000 charities since 2001.

Network for Good is a certified B Corporation using business as a force for good. People who thrive at Network for Good are those who enjoy a team-oriented environment that’s always focused on achieving results and ultimately makes the world a better place. In addition to our collaborative culture, we offer competitive compensation and benefits, including stock options. By working for Network for Good you will not only be rewarded for your personal achievements but you will also have the opportunity to be part of an organization that lives by its motto every day: Do Good. Feel Good. ™

The Manager of Customer Solutions will be charged with the management and empowerment of the support team for our DonateNow and Partner-sourced nonprofit customers. The role requires the ability to adapt, build and scale the department’s strategy and process. This role is part process improvement, team development, and innovative solution designing. The successful candidate will be adaptable, creative, and experienced in team management and development.

This position will directly oversee a team of in-house and outsourced support agents providing email, phone, and digital support to a wide base of nonprofit software users. To be successful the person in this position will work closely with Network for Good’s partnership and upsell teams to create innovative plans for customer retention and support.

The key responsibilities are:
• Direct and manage the day-to-day work of the in-house support team including scheduling, progress monitoring, and professional development
• Use data and metrics to drive process evaluation and improvement to increase team efficiency and efficacy
• Coach team and creating environment to deliver delightful customer service
• Identify upsell opportunities and work with the Account Manager team to convert customers to new tools and higher revenue packages.
• Collaborate closely with product team to develop enhancements to existing service from requirements to customer communication to driving feature adoption.
• Collaborate closely with the marketing team to institute effective and creative customer engagement and marketing opportunities.
• Grow team roles and responsibilities to adapt with changing business needs and customer requirements.
• Train, mentor and grow team to create a culture of retention and revenue growth.

• 3-5 years in customer support with 1-2 years of direct supervision of a team
• Experience managing and building a direct customer support team
• Thrives in fast-paced environment with desire to build and grow a business line
• Entrepreneurial approach that embraces change, challenges and innovative solutions
• Exceptional project management skills, with the ability to help develop a strategy, build on it creatively and opportunistically, and implement it with a keen sense of organization and an eye on results
• Working knowledge of web-based applications and SaaS business model
• Experience working with nonprofits or other similar customer segments
• Consistently demonstrates the ability to express both oral and written thoughts and ideas clearly and concisely
• Must have a high level attention to detail and accuracy
• Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
• Ability to produce quality materials within tight timeframes and simultaneously manage several projects

Candidates submitting an application must have legal authorization to work in the United States.

Network for Good is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital or parental status, veteran status, and other legally protected characteristics.