Mercy Corps
Location: Portland, OR or Remote US (Available during PST work hours)
Position Status: Full-time, Regular
Minimum Starting Salary: $53,000 commensurate with experience, US work authorization required.
About Mercy Corps
Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.
The Program / Department / Team
MicroMentor is an initiative of Mercy Corps’ Innovations Team. At MicroMentor, our mission is to leverage the power of mentoring to help small businesses thrive. We do so by offering entrepreneurs direct access to a pool of committed professional volunteer mentors via an easy-to-use online community. MicroMentor has an expanding community making 10,000 mentoring connections every year. Entrepreneurs matched with a mentor have shown significant results in terms of improved job creation, business survival, and revenue growth.
Our team is diverse, driven, hardworking and highly committed to the mission of helping small businesses thrive through mentoring and about Mercy Corps’ mission to support our worldwide team that’s improving the lives of 19 million people in 40+ countries.
The Position
The Digital Community Success Officer is the vital link between our users, our platform, and our internal stakeholders. They are our first-line trouble shooter, and often one of the first to recognize trends in terms of our product needs. They guide our frontline user support vendor agents in handling inquiries from our users, and handle escalated cases personally. They gather appropriate data from our site and analytics tools to provide internal MicroMentor teams with insight and analysis. They assist our internal teams with technical issues. They are responsible for managing all aspects of our email communications with users, including creating content, segmenting audiences, and tracking metrics. They interface directly with our audience via social media, including fielding direct messages. Finally, they work closely with our product team to inform them about trends and issues to help us create a better program and online product. If you have experience wearing many hats in a small, fast-moving, customer-facing digital business and love to solve problems and keep everything moving, this job is for you!
Essential Responsibilities
DIGITAL MARKETING AND CONVERSION OPTIMIZATION
- Supports Growth team to support development of consistent, on brand email campaigns for community members.
- Measures communication conversion data and optimizes channel-based strategies for conversion optimization.
- Gathers pertinent conversion and activity data via Google Analytics and Salesforce
- Generate reports as needed on campaign performance, summarizing data and assessing trends to providing insight into which tactics produce the best results/ROI
- Reviews and responds to all MicroMentor social media inquiries, comments and responds as necessary
CUSTOMER SUCCESS
- Understand user outcomes by communicating with MicroMentor users, and working with the Impact & Insights team to analyze community health metrics and survey results.
- Works closely with MicroMentor’s customer service team, handling escalated customer issues, creating support documentation, measuring trends in user needs, and working to make the customer service process more efficient both internally and externally
- Troubleshoot tier I/II technical issues raised by users to either resolve or escalate to the Product/Engineer/Design teams as appropriate
- Gather and share success stories in Spanish with the Marketing/Communications teams to collaborate on content creation. (at least 2 per month)
Supervisory Responsibility
None
Accountability
Reports Directly To: Director – Programs and Innovations
Works Directly With: MicroMentor marketing team, MicroMentor customer service team, MicroMentor I&I, MicroMentor end users, MicroMentor clients
Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Minimum Qualifications & Transferable Skills
- 2+ years’ experience in online customer service, digital marketing, and/or community development
- 2+ years’ experience copywriting
- Bilingual English/Spanish
- Proven track record of working in a customer facing role
- Excellent grasp of social media, website metrics and best practices
- Demonstrable experience with email marketing and conversion optimization
- Proven ability to effectively build interpersonal relationships and achieve alignment across a wide range of functions and constituents
- Intercultural communication skills and awareness is a must
- Knowledge of customer service practices
- Technical aptitude and ability to learn new software systems
- Experience with Salesforce and other CRM systems
- Experience with MailChimp
- Experience with Whatsapp
- Experience with Google Analytics
- Background in eCommerce marketing and customer service a plus
- Excellent communication and interpersonal skills
- Flexible approach and an ability to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Ability to assess, evaluate and elevate technical support inquiries.
Success Factors
This successful Community Success Officer will exhibit a positive attitude, strong work ethic, high integrity and a passion for the mission of Mercy Corps and MicroMentor. This individual will be passionate about delivering excellent customer service and thoughtful support to the MicroMentor global community of participants and prospective members. They will be comfortable and savvy in navigating and communicating on (using the chat/messaging feature) all MicroMentor social media accounts, specifically Facebook, Instagram and LinkedIn. Attention to and comprehension of details is vital for success. They will have a bias toward execution, the ability to establish and meet deadlines and work both independently and cooperatively with teams. The successful Community Success Officer should have the proven ability to synthesize information, draw meaningful conclusions, and respond appropriately.
Living Conditions / Environmental Conditions
The position is 100% remote. If the candidate is based in Portland, they can work onsite at the Mercy Corps Portland HQ Office (not mandatory). Travel to Portland HQ for annual planning may be required.
Equal Employment Opportunity
Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.
Safeguarding & Ethics
Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times.
As a safeguarding measure, Mercy Corps screens all potential US-Based employees. Any offers of employment or continued employment are dependent on the successful completion of the screens which include, but are not limited to our Background Check and Interagency Misconduct Disclosure Scheme processes,
Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
Ongoing Learning
In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development
Covid-19 Vaccine Policy for US-Based Employees
Mercy Corps has determined that, in an effort to protect the health, safety, and well-being of all Mercy Corps employees working in the United States, all U.S.-based employees must be fully vaccinated for COVID-19, regardless of prior COVID-19 infection status.
This policy will be revised as needed to comply with federal, state, and local requirements, and to respond to changing guidance from public health authorities.
For new employees this requirement goes into effect within 10 business days of employment. Team members that travel are expected to comply with host-country requirements, including vaccinations. Failure to comply may impact your employment. Proof of vaccination or exemption must be provided.