Job description
Taproot Plus, Taproot Foundation’s online marketplace for pro bono, directly delivers on our mission by connecting nonprofit professionals with passionate, skilled volunteers who share their expertise pro bono via online, virtual programming.  Through Taproot Plus, business professionals deliver expertise and support in areas like marketing, strategy, HR, and IT so that organizations are even more equipped to positively affect society. This role sits on the Program Operations team, which supports the organization’s online programs as well as the organization’s technology infrastructure. 
 
The Taproot Foundation is seeking a Program Associate to manage the Taproot Plus Help Desk, which receives consistent, daily communications from users experiencing technical challenges with the platform or with questions on our programs and services. This job provides an exciting opportunity to support an agile product team in analyzing and optimizing the design of our online programs in an effort to scale quality skills-based volunteering in the United States and around the world. The ideal candidate is a proactive self-starter and excellent communicator with a strong ability to address multiple concurrent tasks in a fast-paced environment with a flexible level of direct supervision.
 
This is a full-time remote position and can be located anywhere in the United States. Taproot Foundation has offices in New York City, San Francisco, and Los Angeles. The Program Associate reports to the Customer Success Manager.  
This job is for you if:
- You are passionate about delivering top-notch customer service and want to help nonprofits thrive through community building
- You understand the impact pro bono service can have in making positive social change, and you are energized by working with nonprofit professionals and volunteers to make it happen
- You are enthusiastic about program and product management and focused on using technology for good
- You thrive in an agile environment
- You continuously look at, question, and understand services and your customers’ relationship with those services to maintain your north star
- You are comfortable working both independently and in coordination with cross-functional teams, and you are able to juggle multiple projects with lean resources and prioritize effectively.
Requirements
CORE RESPONSIBILITIES
- Manage the Help Desk, which includes fielding and responding to a large number of daily email and phone inquiries in a timely manner and processing and tracking those communications within internal systems and tools
- Provide customer service support to nonprofit and skilled volunteer users on Taproot Plus, mostly via email
- Effectively document and communicate feedback received through the Help Desk
- Assist the Product Manager in reviewing and resolving any customer-facing issues in a timely manner
- Use lean design principles in partnership with the Program Operations team in testing, evaluating and improving the quality of the user’s experience within Taproot Plus
- Support the Customer Success and Engagement teams in the successful management of the nonprofit and volunteer Taproot Plus customer service experience, including Help Desk interactions as well nonprofit and volunteer project consulting and troubleshooting
- Screen nonprofit organizational challenges and consulting with users via email and phone on how best to address those needs via Taproot Plus
- Collaborate with Marketing and Advisory Services staff across Taproot’s offices to support effective program implementation across markets as relevant.
EXPERIENCE AND SKILLS
- 1+ years experience supporting or managing nonprofit programs
- Must have a high school diploma or equivalent
- Proficient with computer and Microsoft Office applications
- Requires excellent oral and written communication skills, as well as the ability to identify and correct problems
- Role requires the ability to be a proactive self-starter and is able to multi-task.
Position type: Full-time, exempt
Salary Range: Up to $55,000 on an annualized basis, which may be adjusted to reflect geolocation of candidates
Location: Remote anywhere in the United States.
