Donor Services Team Lead (High-Volume Support)

Staten Island Chamber of Commerce; New York (NY); On-site; USD 60,000 - 65,000; Full time

Job summary

Tunnel to Towers Foundation seeks a Donor Services Supervisor to lead a 40-50 person team in a high-volume donor support environment. You will oversee daily operations, respond to donor inquiries, and ensure accurate data handling while upholding privacy and confidentiality.

You will guide staff performance, coach monthly, and coordinate events with the Workforce Analyst. Experience with CRM and event platforms is essential; salary reflects leadership responsibilities in New York.

Qualifications

• Excellent communication and interpersonal abilities.
• Detail-oriented, organized, and self-motivated.
• Ability to multitask, prioritize, and manage time effectively.
• Must be a team player and able to work in a collaborative environment.
• Familiar with CRM systems (Salesforce), online event registration platforms (Classy, Eventbrite).
• Proficient in Microsoft Office/ Google Suite.
• Pre-employment screening, including a background check, is required.

Responsibilities

• Supervise a team of 40-50 employees on a day-to-day basis in a high call volume environment.
• Build relationships with the team by being accessible, providing real-time feedback, monitoring performance, and conducting monthly coaching sessions.
• Deliver feedback as needed to associates to change or improve behaviors that balance positive donor interactions with foundation needs while maintaining confidentiality and respect.
• Responsible for record keeping and data security.
• Handle escalated issues and respond to complaints within an appropriate timeframe.
• Proactively plan, organize, and prepare scheduled events (calendar, emails, meetings, huddles etc).
• Lead and coordinate monthly team meetings. Create meeting agenda and content.
• Continuously observe and provide feedback to leadership to support growth and development within the Donor Services Team.
• Track and monitor the attendance of staff.
• Collaborate with the Workforce Analyst to track and monitor staff attendance, ensuring all records are accurate and consistently updated.
• Maintain and monitor updates to ensure accurate information is shared.
• Assign duties and responsibilities to leads and ensure projects are carried out correctly.
• Instruct colleagues in a manner that aligns with our mission to Do Good.
• Build the team’s confidence by providing information on the essential qualities of a customer service representative and helping build on these skills.
• Coordinate with the Workforce Analyst to support coverage of weekend and holiday shifts as part of the team’s responsibilities, based on business needs and staffing requests.
• Assist as needed for Foundation Special Events.

Skills

Communication skills

Detail-oriented

Multitasking

Team player

CRM systems

Office suite

Tools

Salesforce

Classy

Eventbrite

Google Suite

Job description

Tunnel to Towers Foundation seeks a Donor Services Supervisor to lead a 40-50 person team in a high-volume donor support environment. You will oversee daily operations, respond to donor inquiries, and ensure accurate data handling while upholding privacy and confidentiality.

You will guide staff performance, coach monthly, and coordinate events with the Workforce Analyst. Experience with CRM and event platforms is essential; salary reflects leadership responsibilities in New York.