Job Description

Location: Remote

Summary

The Wikimedia Foundation’s Fundraising Operations Team is looking for a Donor Services Associate. The Donor Services team handles a high volume of donor inquiries during our global online fundraising campaigns. The Fundraising Donor Services Associate will support the team by responding to a wide range of donor inquiries using an online ticket-based customer service platform and perform other administrative tasks for the Operations team. This full-time position offers very flexible scheduling.

You are responsible for:

Work with a global team of colleagues to respond to incoming emails and telephone calls from donors; the range of inquiries will include those related to payment processing, to questions regarding our local fundraising campaigns in a range of countries and languages, and include educating the world about how Wikipedia works
Become familiar with the Donor Services knowledge base, using categorization systems to prioritize and tag tickets based on needed data (donation issues, payment methods, country, language, etc.)
Become proficient with Zendesk, CiviCRM database, and multiple payment service provider portals, and perform related administrative tasks for global fundraising
Familiarize yourself with Wikimedia culture and the Wikimedia Foundation’s public voice, as well as our privacy policy for the protection of donor data
Provide feedback about and suggestions for improving teamwide workflows, from donor-facing messaging to multi-step processes for payment service providers and in the CiviCRM database
Engage with donors by telephone to respond to inquiries and resolve issues
Support the Fundraising Operations team by performing administrative tasks and support new projects when gaps arise.
Skills and Experience:

Qualities that are important to us:

Willingness to learn a large and evolving knowledge base, and to deploy it creatively to solve problems and help donors
Consistently high level of attention to detail 
Excellent written and oral communication skills and customer-service orientation
Experience with spreadsheets and a CRM database
Professional attitude and willingness to collaborate and maintain positive, respectful relationships
Excellent organizational skills, including the capacities to prioritize multiple workflows and frequently adapt to new developments
Additionally, we’d love it if you have:

Proficiency in languages other than English, particularly French, Dutch, or Italian
Experience with non-profit fundraising or online payment processing
Interest in the global free knowledge movement, free / open-source software, and collaborative technology.

The Wikimedia Foundation is… 

…the nonprofit organization that hosts and operates Wikipedia and the other Wikimedia free knowledge projects. Our vision is a world in which every single human can freely share in the sum of all knowledge. We believe that everyone has the potential to contribute something to our shared knowledge, and that everyone should be able to access that knowledge, free of interference. We host the Wikimedia projects, build software experiences for reading, contributing, and sharing Wikimedia content, support the volunteer communities and partners who make Wikimedia possible, and advocate for policies that enable Wikimedia and free knowledge to thrive. The Wikimedia Foundation is a charitable, not-for-profit organization that relies on donations. We receive financial support from millions of individuals around the world, with an average donation of about $15. We also receive donations through institutional grants and gifts. The Wikimedia Foundation is a United States 501(c)(3) tax-exempt organization with offices in San Francisco, California, USA.

The Wikimedia Foundation is an equal opportunity employer, and we encourage people with a diverse range of backgrounds to apply.

How to Apply

Job Types: Temporary.

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