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15 Sep 2021

Full-Time Member Support Coordinator

One Degree, a program of Alluma – Posted by 1Degree Oakland, California, United States

Job Description

We are looking for a Member Support Coordinator to join our Community Success team to increase access to One Degree, further our objective to prioritize racial and class equity, and help to reduce the burden of navigating the social services system.

As a Member Support Coordinator at One Degree, you will directly support our community members in accessing necessary community resources in the San Francisco Bay Area, Los Angeles County, Gainesville, FL, New York City, Detroit, SW New Mexico and beyond. You will be responsible for providing comprehensive and empathetic resource information and referrals via Live Chat, email, text and social media in English and Spanish. You will be responsible for managing and updating our self-help tools; FAQs, training videos and periodic newsletter messages to our members.

You will also be responsible for tracking and evaluating metrics of success (and pivoting as appropriate) and sharing on-the-ground insights that are critically important to inform and improve our work.

Specific responsibilities include:

  • Provide member support in English and Spanish

  • Be available on Live Chat 10am – 2pm PT (minimum)

  • Ensure members’ requests are addressed via email, text, phone, live chat and social media within 1 business day, including resource referrals and troubleshooting technical issues

  • Maintain our self-help resources such as FAQ articles and training videos

  • Send periodic messages to our membership base of over 35,000 resource seekers and service providers

  • Report on member support metrics to inform our Community Success work

  • Report bugs or issues on the One Degree platform discovered via member support

  • Conduct testimonial and feedback outreach with community members

  • Build trust with resource-seekers and service providers through personal interaction and relationship building

You may be a great fit if you…

  • Demonstrated understanding of the intersection of racism and poverty

  • Fluency and excellent written communication in English and Spanish

  • Strong empathy for underserved communities, lived expertise as a resource-seeker preferred

  • Ability to translate complex information into simple language

  • Incredible attention to detail

  • Able to support members’ tech issues with little oversight

  • Proficient online researcher (Great at Googling!)

  • Loves receiving and giving meaningful and compassionate feedback

  • Doesn’t sacrifice the “good enough” solution for the “perfect” solution when “good enough” is the right call

Education/Training Requirements:

  • Experience in customer service and/or direct service roles

  • Understanding of the social service landscape, either as a resource-seeker or service provider. In California preferred.

  • (Preferred) Online customer service experience

  • (Preferred) Experience tracking metrics and reporting out findings

How to Apply

To apply:

Apply by going to our Current Openings page and select the Member Support Coordinator role. Click the “Apply” button at the bottom of the page and when prompted include:

  • Either a resume or LinkedIn profile link

  • A brief statement of interest in this role and One Degree (1-2 paragraphs), or cover letter if you prefer. Cover letters that do not reference your interest in One Degree/Alluma will not be considered.

Applications are on a rolling basis, but we highly encourage submitting your application on or before Sept 26, 2021.

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 40,000 - 60,000.

Job expires in 36 days.

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