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Customer & Donor Services Team Lead

Faith Comes By Hearing

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Location:
United States , Albuquerque

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

25.53 USD / Hour
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Job Description:

The Customer & Donor Services Team Lead provides superior service to customers, donors, pastors, and ministry partners while coordinating the daily workflow of the Customer & Donor Services function. This role serves as both an ambassador of Faith Comes By Hearing and a key operational support partner to the Donor Engagement Team. The Team Lead oversees incoming communications, reception responsibilities, and donor inquiries while ensuring accurate CRM data management and administrative excellence. In collaboration with the Donor Engagement Operations Specialist, this position supports reporting, mailings, donor communications, and special projects—helping the department achieve its fundraising goals with professionalism, discretion, and care.

Job Responsibility:

  • Provide day-to-day leadership, guidance, and support to the Customer/Donor Services team, fostering a culture of excellence, hospitality, accuracy, and exceptional service
  • Serve as the primary point of coordination for scheduling, coverage, and workflow for the Customer/Donor Services team
  • Model exceptional donor and customer care through direct engagement via phone, email, and in-person interactions
  • Assist with onboarding, training, and ongoing coaching of Customer/Donor Services team members
  • Ensure consistent application of service standards, policies, and procedures
  • Ensure timely and gracious handling of incoming calls, emails, and inquiries related to donations, products, ministry programs, and general information
  • Support donors, churches, pastors, and ministry partners by answering questions, resolving issues, offering prayer when appropriate, and connecting individuals to Donor Engagement representatives as needed
  • Serve as escalation point for complex or sensitive customer/donor service matters
  • Ensure accurate documentation of donor and customer interactions in Salesforce and NetSuite
  • Serve as the primary administrator for the Every Church Every Village program
  • Explain program participation to churches and ministry partners and guide them through the process
  • Determine Scripture language needs and coordinate orders to align with trip timelines
  • Enter and track orders, send follow-up communications, and coordinate receipt of photos and reports
  • Collaborate with Donor Engagement representatives and regional leaders on larger or complex ECEV orders
  • Provide donor engagement administrative and reporting support in coordination with the Donor Engagement Operations Specialist, who sets workflow priorities and standards for donor engagement-related tasks
  • Assist with donor engagement mailings, reports, acknowledgements, and documentation as assigned
  • Generate CRM-based reports, lists, and queries to support donor engagement, special projects, and leadership needs
  • Maintain accuracy and integrity of donor and customer records within Salesforce and NetSuite
  • Oversee and maintain inventory of development support materials, promotional devices and event materials
  • Research donors/prospects and general donor development information as requested by team members via Intelius
  • Process orders in New Suite for requested items to be sent to donors/partners
  • Distribute welcome packets every Friday to all new donors
  • Distribute prayer letter every 3 months, to donors and partners
  • Maintain department master calendar
  • Support donor engagement-related logistics, communications, and coordination as requested
  • Assist the Chief Development Officer with administrative support for special projects, initiatives, and events
  • Process weekly wealth screen process for new donors who give $500+ single gift or new contacts
  • Occasional batch screening may be required following special events and conferences
  • Create and maintain CRM reports, dashboards, and data summaries for leadership review and decision-making
  • Support time-sensitive or confidential projects requiring high accuracy and discretion
  • Collaborate closely with the Donor Engagement Manager, Donor Engagement Operations Specialist, Accounting, MarComm, IT, and other departments as needed
  • Assist with departmental meetings, documentation, and coordination
  • Perform general administrative duties including written and verbal correspondence
  • Provide coverage for reception or switchboard functions as needed

Requirements:

  • Minimum 3–4 years of experience in customer service, donor services, or administrative support, preferably in a nonprofit or ministry environment
  • Demonstrated experience providing leadership or lead-level responsibility within a team setting
  • Strong interpersonal skills with a heart for serving donors, churches, and ministry partners
  • Proven ability to handle sensitive and confidential information with discretion
  • Proficiency in CRM systems (Salesforce preferred) and financial/order systems (NetSuite preferred)
  • Strong organizational skills with ability to manage multiple priorities and meet deadlines
  • Excellent written and verbal communication skills with a professional and gracious phone presence
  • Proficiency in Microsoft Office applications including Word, Excel, Outlook, and Calendars
  • Detail-oriented with strong analytical and problem-solving abilities

Nice to have:

  • Experience working with church leaders or ministry partners
  • Familiarity with donor engagement or development operations

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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