Overview

Milaap is seeking highly motivated individuals with 0-2 years of experience looking to join our Community Engagement team. Community is at the core of what we do at Milaap supporting more than 120,000+ users and a million visitors across 120 countries. We believe in having conversations as real people and not ‘support tickets’. Each conversation is unique and the way we handle and respond to the concerns of our community has a direct impact on our business and the community we serve. This is an incredibly fast-paced job where you are required to move quickly and think on your feet.

Responsibilities:

As a Community Associate, you will
Interact with our users and visitors across various platforms – social, chat, email and phone calls using our internal tools
Gain strong understanding of the product and business and work towards improving customer happiness
Provide feedback to product, marketing and tech teams regarding user feedback and requirements (features, functionality and collaboration opportunities)
Serve as the single point of resolution for the customer and assist with product information and site navigation
Help in improving processes so we always optimize for better customer experience
Identify patterns and help in making our product and support systems better as we scale

Who you are;
Empathetic: You genuinely care about people and want to help them. You are obsessed about customer experience, and instantly build a rapport with them by acknowledging the issue, and displaying a genuine willingness to help. You remember people and your earlier conversations with them
Problem solver: Not all customer queries and issues are straightforward. You are someone who is passionate about putting the customer first and finding right solutions no matter how challenging the situation
Great Communicator: You have a way with words and enjoy expressing your thoughts in your emails, social media and phone conversations that reflect our values – humble, approachable and sincere. People enjoy what you write and love reading an email from you. You don’t start an email with “Sorry for the inconvenience caused. We have sent your feedback to the concerned team and they will revert shortly.” You are the ‘concerned team’ and you solve it at the earliest
Grammar enthusiast: You know the difference between “Your” and “You’re”
Hustler: You love to thrive in a fast paced, high-pressure environment. You know the difference between ‘hustle’ and ‘cut-throat’
Process compliant: You look at know how to balance freedom of expression and process compliance and love analyzing ways to scale support
Comfortable with ambiguity: You understand that all answers are not readily available and you’ll be a part of finding answers
Driven by career growth: You’ll join the fastest growing team at Milaap and are driven by building a career in customer relationship management
Desired Skills and Experience:
0-2 years of experience, preferably in a customer management and relationship role
Strong commitment to ethics, honesty, and integrity in conducting business
Candidate must preferably be a graduate or post graduate
Excellent verbal and written communication skills in English. Proficient in speaking Hindi or a vernacular language is a strong plus
Willingness to work in shifts (rotating day/night shifts, rotating weekend offs — total working hours will be 40 hours a week, 5 days,8 working hours each day)
Ability to throw surprise office parties is a strong plus.
If interested

Send email to careers@milaap.org including the subject line “Community Associate” with your resume, cover letter that addresses atleast 5 of the traits listed in ‘Who You Are’ section with examples not exceeding 100 words each

About Milaap

Milaap is India's leading crowdfunding platform for personal and social causes. Our community of donors and lenders come from 120 countries across the world, and have contributed over Rs 90.18 Cr supporting 49,310 projects across India. Over the last five years, Milaap has become the preferred platform for people to raise and contribute for the causes they care for in India.

Milaap began in 2010, as a microlending platform for the rural poor. Carefully selected field partners identify beneficiaries who take loans for education, basic amenities and capital for their micro and small businesses. It slowly metamorphosed into a larger platform to allow individuals and charities showcase their initiatives.

Milaap Open was launched in October 2014, and it has helped thousands of champions raise funds for their personal causes, for their friends and family and for causes of national importance. These include crowdfunding for charities, medical expenses, education, volunteering and fellowships, neighbourhood, emergencies, natural disasters, sports, documentaries, arts, and animals rescue projects benefiting individuals or communities in need.

What we do
Milaap allows people toRaise funds for a cause or person in need.
Donate to a cause or person they find worthy
Lend to rural entrepreneurs and families in India
How we are funded
We are a tech-for-good company. We charge 5% fee, all of which is invested in building better tools and support for donors and champions, monitoring progress and sharing the impact of the contributions, making it a win-win for everyone.

Our work at the intersection of internet and social good has received the backing of funders such as Vinod Khosla, Yunus Social Business Fund, DBS Bank, Kiva to name a few, and recognition from Economic Times - Top 5 social enterprise of the year - 2014 and 2015 and Forbes 30under30 in 2014.