Support Response Coordinator

Join The Ocean Cleanup Mission

MISSION TO METRICS

The mission of The Ocean Cleanup is to develop and scale technologies to rid the world’s oceans of plastic.

The Support Response Team is committed to delivering timely, empathetic, and effective assistance to donors, volunteers, and supporters, ensuring each interaction reflects the organization’s core values and mission. Our success is measured by key performance indicators such as response times, resolution rates, supporter satisfaction, and engagement levels. We aim to resolve inquiries efficiently—preferably on first contact—and maintain accurate, up-to-date records to foster trust and transparency. By tracking these metrics, we continuously identify trends and systemic issues, enabling us to improve our support processes and deepen supporter relationships. Ultimately, our goal is to strengthen supporter engagement and trust, turning every supporter interaction into a positive experience that advances The Ocean Cleanup’s mission to rid the world’s oceans of plastic.

THE ASSIGNMENT

You will support our mission by providing responsive and personalized support to donors, volunteers, and general supporters by managing issue resolution, routing complex cases to the appropriate departments, and ensuring consistent communication that reflects the organization’s values and mission.

RESPONSIBILITIES

• Respond to inbound inquiries from donors and supporters via email, phone, and web forms in a timely, respectful, and professional manner.
• Handle donation-related requests such as updating payment information, processing refunds, changing recurring gift details, and confirming donation receipts.
• Accurately document and track all cases in Salesforce Service Cloud, ensuring timely follow-up and resolution.
• Collaborate with internal teams (e.g., Development, Finance, Communications) to resolve donor concerns and inquiries.
• Support donor stewardship by ensuring every interaction reinforces donor appreciation and transparency.
• Identify and escalate trends or systemic issues to improve donor experience and operational efficiency.
• Maintain an up-to-date understanding of our organization’s mission, campaigns, and donation platforms.
• Contribute to the continuous improvement of internal knowledge bases and support workflows.

PROFESSIONAL QUALIFICATIONS

“Even if you don’t meet every professional qualification listed, we strongly encourage you to apply if you believe you have the right skills, experience, and motivation to contribute to our mission. We recognize that talent and potential come in many forms, and we value diverse perspectives and unconventional career paths. If you’re passionate about the work we do and confident in your ability to make an impact, don’t hesitate to submit your application—we’d love to hear from you”
The Ocean Cleanup Team team

Required Qualifications

• 2-3 years of customer service or donor relations, ideally in a nonprofit or social impact organization.
• Proficiency in Salesforce or a similar CRM/case management system.
• Strong interpersonal, written, and verbal communication skills.
• Demonstrated ability to manage sensitive financial and personal information with discretion.
• Empathy, patience, and professionalism when working with supporters from diverse backgrounds.
• Ability to manage multiple priorities and follow through with minimal supervision.

Preferred Qualifications

• Prior experience working in donor services, fundraising support, or nonprofit operations.
• Familiarity with donation platforms and payment processors (e.g., Stripe, Paypal, Buckaroo, FinDock).
• Bilingual or multilingual skills are a plus.

PERSONAL QUALIFICATIONS

• Self-motivated with a proactive and solution-oriented mindset
• Empathetic and service-minded, with a genuine desire to support others
• Detail-oriented and highly organized, with a commitment to accuracy and accountability
• Comfortable working independently as well as collaboratively in a remote or hybrid team
• Passionate about making a positive impact through nonprofit work
• Able to stay calm and resourceful in high-volume or emotionally sensitive situation

ADDITIONAL DETAILS

• Starting date - Asap
• Location – Rotterdam, the Netherlands.
• Please note: because we are a non-profit, our salaries reflect that of an organization fully reliant on donations rather than that of a commercial entity. Conducting a pre-employment check may be part of this recruitment process. At The Ocean Cleanup, we believe we are stronger together, while harnessing the uniqueness each individual brings. That is why we take a fair, equal opportunity, and transparent approach to hiring and welcome special needs requests.