Audience Experience Coordinator - Donor Care

Job Description

Job Description

Purpose:  The Audience Experience Coordinator dedicated to Donor Care serves as a compassionate and responsive representative of the Tim Tebow Foundation, delivering exceptional customer service to donors and prospective supporters through every interaction. As a primary point of contact for donation-related inquiries, this role provides timely, accurate, and thoughtful support while ensuring every donor feels known, valued, and appreciated. Working closely with the Donor Care Specialist, the Coordinator helps strengthen donor trust through excellent service, careful stewardship, and a commitment to reflecting the heart of the Foundation in every conversation.

Responsibilities:

Donor Care & Customer Service

• Serve as the primary point of contact for donor-related inquiries received by email, direct message, phone, and other communication channels, providing timely, accurate, and compassionate support.
• Respond to questions regarding donations, gift processing, receipts, recurring giving, account updates, fundraising efforts, and other donor-related requests with professionalism and excellence.
• Ensure every donor interaction reflects gratitude, warmth, and the heart of the Tim Tebow Foundation, helping each person feel known, valued, and connected to the mission.
• Resolve routine donor inquiries independently while appropriately escalating complex or sensitive situations to the Donor Care Specialist.

Donor Account Support

• Process donor requests accurately and efficiently while maintaining complete and accurate donor records.
• Assist donors with recurring gift updates, payment information, acknowledgment requests, tribute gifts, and other routine account needs.
• Coordinate with internal departments to resolve donor requests and ensure timely follow-up.
• Escalate complex financial, technical, or relational matters to the Donor Care Specialist as appropriate.

Stewardship & Communication

• Communicate the mission, impact, and giving opportunities of the Foundation in a clear, compelling, and mission-aligned manner.
• Utilize approved donor communication templates while personalizing responses whenever appropriate.
• Support stewardship initiatives by assisting with donor acknowledgments, fulfillment projects, and engagement campaigns.
• Help ensure every donor interaction reinforces trust and long-term relationship development.

Operational Excellence

• Maintain accurate documentation of donor interactions within CRM systems.
• Follow established donor care procedures and contribute to consistent, high-quality service.
• Identify recurring donor questions or trends and share observations with the Donor Care Specialist to strengthen communications and processes.
• Champion the thoughtful use of AI and emerging technologies to improve efficiency, consistency, and scalability while maintaining authentic human connection, sound judgment, and personal accountability.

Qualifications

• 1–3 years of experience in customer service, donor relations, hospitality, ministry, or a similar relationship-focused role.
• Exceptional interpersonal and written communication skills.
• Genuine passion for serving others with warmth, empathy, and professionalism.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining accuracy.
• Experience with CRM systems (HubSpot or similar) is preferred.
• Ability to exercise sound judgment, maintain confidentiality, and appropriately escalate complex situations.
• Passion for the mission of the Tim Tebow Foundation and a desire to help others connect meaningfully with its work.

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