• Provide client support • Address client inquiries and issues in a timely manner • Collaborate with internal teams to escalate complex issues

• Responsible for ensuring consistent delivery of high-quality customer service through oversight of quality assurance, issue resolution, compliance, and continuous improvement initiatives. • This role serves as a senior point of escalation for complex customer issues, monitors adherence to service standards and SLAs, and partners closely with leadership, training, account managers, and operations to improve customer outcomes and reduce repeat escalations. • Plays a critical role in safeguarding the customer’s experience by identifying systemic issues, driving corrective actions, and ensuring accountability across teams. • Partners closely with Customer Experience leadership to develop dashboards, recurring reports, and ad hoc analyses that measure performance against service level agreements (SLAs), identify trends, and drive enhancements to the overall customer experience.

• Lead, coach, and develop a team of 4 CS specialists through regular 1:1s, feedback, coverage planning, and development conversations • Own day-to-day operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalations • Run the customer service programs on the team's plate: surveys, public reviews, escalation follow-through, VoC actions • Write or coach the team on responses to negative public reviews that acknowledge issues genuinely without over-validating or taking undue blame • Serve as backup coverage for the team during PTO and sick days • Monitor service KPIs (CSAT, FCR, response times, NPS, review metrics) and surface observations to leadership • Partner with the product and tech teams on tooling, workflows, and program design (they build, you run) • Be a voice for the team in cross-functional conversations

Donor Support Associate [Temporary Role] Remote THE OPPORTUNITY:  As ActBlue ramps up for a busy 2026 election season, we are looking for several Donor Support Associates to join our Customer Service department. Donor Support Associates provide support to the small-dollar donors who donate through ActBlue. These temporary positions are expected to last until mid-November 2026.  The Customer Service department is critical to ActBlue’s mission to democratize power in this country through grassroots fundraising. We provide support 7 days a week, 365 days a year to the campaigns and organizations that use our tools to fundraise and the donors that contribute to them via our platform.  WHAT YOU WILL DO: - Provide day-to-day, high-quality support donors on a variety of inquiries, including but not limited to refunds, canceling recurring donations, standard login inquiries, and managing various other donor-related requests. - Efficiently triage all incoming support requests to the correct team based on email content. - Provide proactive support and outreach to our users as needed.  - Review voicemails and return phone calls as needed. - Flag potential bugs or issues with ActBlue’s platform that are reported to us by our users as needed.  - Review donation transactions as part of our fraud prevention workflow. - Meet established quality and productivity standards for the role. WHAT YOU BRING: - Experiences in customer service. A successful candidate will have demonstrated success in supporting customers on a daily basis both over email and over the phone. - Strong preference for experience working with HubSpot (or similar email ticket programs such as Salesforce/Zendesk).  - Attention to detail. You proofread, reread, and triple-check your work. You understand that details play a large role in setting a project up for success. - Troubleshooting skills. Creativity, patience, and a helpful attitude are crucial when helping the people we work with solve problems and get the information they need. - Organization and efficiency over the phone and via email. The person in this role will be responding to a high volume of emails and calls each day and will regularly problem-solve with customers over the phone. - Excellent communication skills. You’ll be in contact with a variety of people every day — candidates for this position should enjoy constant communication and have a passion for helping people. You have a knack for processing complex information and tailoring your language to support users at all levels of proficiency with our tools. - Comfort with going solo. While you’ll be working on a team, most of your day-to-day work will be independently driven and managed. - A goal-oriented outlook. As a team, we work hard to consistently meet and exceed our goals. You enjoy both setting goals and meeting them, as well as supporting your team in meeting theirs. - Passion for our mission. Our online fundraising technology makes it easy for more supporters to participate in the political process and the progressive movement every day. We need team members who are passionate about furthering this work and providing the best service to every campaign, organization, and donor who relies on our platform. WORK & BENEFITS SNAPSHOT This posting is for a temporary full-time, remote, hourly position. Registered States*:  Alabama, Arizona, Arkansas, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Illinois, Indiana, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Texas, Utah, Vermont, Virginia, Washington, Wisconsin *While ActBlue is currently registered to support remote work in the states listed above, we possess the ability to register in additional states as needed. If you are located in a state not listed, we may still be able to proceed with your application, but please note that the offer process may take longer to accommodate registration requirements. Work Schedule: Sunday - Thursday, 10 AM - 6 PM EST OR Tuesday - Saturday, 10 AM - 6 PM EST **Please note in your application which of the shifts you’d be able to work (select as many as you’re interested in), though you’ll only be working one** Work Environment:  Employees can expect to work with distributed teams across all U.S. time zones. Our roles require extended technology usage, and proficiency with virtual communication tools such as Zoom and Slack. Regular attendance in virtual meetings is inherent to every position. Salary Details: $31.25 per hour Benefits:  - Flexible work schedules and an unlimited time-off policy - Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families; plus fully-paid health reimbursement arrangement to use for out of pocket expenses and fully-paid short- and long-term disability  - Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option - Dependent and health care flexible spending account options - Employee Assistance Program (EAP) benefits for employees  - Automatic 2% Employer-paid 401K contribution, plus up to an additional 6% match on employee contributions - A minimum of three months paid medical, family and parental leave (for all new parents, adoptions included) - Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees - Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe & New York Times ActBlue is unable to sponsor work visas at this time. BACKGROUND CHECKS As part of our hiring process, ActBlue will conduct a background check at the time of offer. This will be completed in compliance with applicable laws and will not be initiated without your consent.