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Member Experience Intern - Fall 2017

Reports To: Product Manager: Messaging

Overview: The Member Experience Intern is a critical part of our support, engagement, and product work here at DoSomething.org. They will be responsible for maintaining effective SMS experiences and providing quality support via web and SMS by:

  • making recommendations on how we can improve our product and user experience based on member feedback and user confusion
  • creating engaging experiences for members via SMS
  • providing exceptional member support
  • working with the team to prototype new ways to provide SMS support solutions

This intern will be required to work 12 hours per week from September 11-December 14. This position is paid $11/hour.

For more details on the program including dates and compensation, please visit our internships page.

 

What you’ll do:

  • Oversee the day to day support operations for hundreds of thousands (seriously) of members
  • Provide daily on-brand support through Mobile Commons, Slack, Zendesk and in-person communication
  • Act as the voice of members. We rely on our support team to tell us what our members are saying and you’ll be the one relaying the messages
  • Train other team members in Mobile Commons (our texting platform) and Zendesk (our web support tool)

What you’ll learn:

  • How to prioritize and manage multiple projects concurrently
  • How to problem solve and provide solutions based on member feedback (which ultimately improves our product and directly contributes to making DoSomething.org the best it could possibly be)
  • How to manage peers through a robust support program
  • How to scale organization-wide initiatives like support and member experience
  • How to create support strategies to reach the most amount of young people and create the most impact
  • How to use qualitative and quantitative data to inform and offer up smart product recommendations across multiple teams
  • Ways to cultivate a positive customer/member experience beyond UX
  • How to prototype new solutions as a proof of concept for new technological solutions

What we’re looking for:

  • Someone with a passion for solving problems
  • A people person!  You’ll be on the front lines analyzing issues that our members face and we want somebody who embodies the DoSomething spirit
  • Strong multi-tasking abilities
  • Someone with creative communication skills. You’ll be crafting 160 character responses to thousands of people and we want personality to shine through!
  • Impeccable organizational skills and attention to detail
  • Self-sufficient - they should be the type of person who will search high and low to find an answer themselves before asking someone else
  • A positive, upbeat attitude and a seemingly endless supply of patience
  • +1 for fluency in Mexican Spanish or Brazilian Portuguese

Applying:

  • Please send the following application. Any application that doesn’t follow directions will be immediately disqualified.
  • Submit a resume as a PDF attachment
  • Submit a cover letter no longer than 250 words describing your passion for providing high quality member experience and support and why you want to do it for DoSomething.org.

Please, no calls.

 

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