Location: Remote 

Working hours: Must be able to work hours that are compatible with the Latin American time zone.

Summary

The Wikimedia Foundation is the non-profit organization that operates Wikipedia – one of the most popular websites in the world, serving nearly half a billion users every month. It is the only non-profit in the top 50 websites, supported by a community of millions of individual donors.

As the Fundraising team at the Wikimedia Foundation is continuing to grow its global fundraising program, the Donor Relations Team is looking for a Donor Relations Specialist to support this growth. The Donor Relations team handles a high volume of donor inquiries in multiple languages during our year-round global online fundraising campaigns. As the first line of contact between Wikimedia Foundation and tens of thousands of donors each year, this high-profile team is made up of professional communicators, who see each correspondence as a chance to positively engage donors and educate them about our mission.

The Donor Relations Specialist will provide support to the Donor Relations team by responding to a wide range of donor inquiries from around the world in multiple languages using an online ticket-based customer service platform. In this position, you will be communicating with donors and also spend a portion of your time translating messages from English to Spanish. This remote, parttime position offers flexible scheduling, however, in order to support our donors in the Western Hemisphere, and our growing annual Latin American fundraiser, we are looking for someone who is fluent in Spanish and available to work hours that are compatible with a Latin American time zone. 

You are responsible for:

  • Working with a global team of colleagues to respond to donor inquiries via email efficiently and professionally in multiple languages
  • Acting as an ambassador for the Wikimedia Foundation brand and Wikipedia. Taking a lead role in triaging donor inquiries on their time zone, and ensuring any issues are quickly escalated
  • Acquiring a broad knowledge base of the Wikimedia Foundation projects and fundraising program, our payment methods, and our donation flows across different fundraising campaigns
  • Gaining proficiency in the multiple systems we use for donor communication and organization of donor records 
  • Collaborating with team leads to stay informed of Wikimedia Foundation, community, and media developments to efficiently answer any related donor inquiries
  • Problem solving for donors: investigating why donations failed, fraud, database issues, etc.
  • Administration of donor records, as needed, to ensure our donor base is up to date and accurate, with an eye to having each donor’s history of support accurately reflected in their record

Skills and Experience:

  • Willingness to learn a large and evolving knowledge base, and to deploy it creatively to solve problems and help donors
  • Analytical mindset, with ability to triage inquiries, identify, solve and escalate issues, 
  • Excellent communication skills in English and customer-service orientation
  • Fluency in Spanish, with working knowledge of Portuguese or other languages a bonus
  • Demonstrated experience with spreadsheets and a CRM database
  • Ability to work independently in a remote environment.
  • Professional attitude and willingness to collaborate and maintain positive, respectful relationships
  • Excellent organizational skills, including the capacities to prioritize multiple workflows and frequently adapt to new developments
  • 3+ years related experience
  • Consistently high level of attention to detail and an ability to keep big picture in mind at all times
  • Passion for process improvement
  • Commitment to diversity equity and inclusion.

Qualities that are important to us:

  • Experience with non-profit fundraising or online payment processing
  • Interest in the global free knowledge movement, free / open-source software, and collaborative technology 
  • Experience working with Zendesk

Additionally, we’d love it if you have:

  • Flexible and open to change and new information
  • Comfortable working in a highly collaborative, consensus-oriented environment
  • Ability to work effectively in multiple cultural contexts

About the Wikimedia Foundation

The Wikimedia Foundation is the nonprofit organization that operates Wikipedia and the other Wikimedia free knowledge projects. Our vision is a world in which every single human can freely share in the sum of all knowledge. We believe that everyone has the potential to contribute something to our shared knowledge, and that everyone should be able to access that knowledge freely. We host Wikipedia and the Wikimedia projects, build software experiences for reading, contributing, and sharing Wikimedia content, support the volunteer communities and partners who make Wikimedia possible, and advocate for policies that enable Wikimedia and free knowledge to thrive. 

The Wikimedia Foundation is a charitable, not-for-profit organization that relies on donations. We receive donations from millions of individuals around the world, with an average donation of about $15. We also receive donations through institutional grants and gifts. The Wikimedia Foundation is a United States 501(c)(3) tax-exempt organization with offices in San Francisco, California, USA.

As an equal opportunity employer, the Wikimedia Foundation values having a diverse workforce and continuously strives to maintain an inclusive and equitable workplace. We encourage people with a diverse range of backgrounds to apply. We do not discriminate against any person based upon their race, traits historically associated with race, religion, color, national origin, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or any other legally protected characteristics.

If you are a qualified applicant requiring assistance or an accommodation to complete any step of the application process due to a disability, you may contact us at recruiting@wikimedia.org or +1 (415) 839-6885.

More information

Wikimedia Foundation
Applicant Privacy Policy
News from across the Wikimedia movement
Wikimedia 2030
Our Commitment to Equity
This is Wikimedia Foundation 
Facts Matter
Our Projects
Our Tech Stack

Apply for this Job

* Required
  
  


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Wikimedia Foundation’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.