Careers @ Baitulmaal

Job Opening: Donor Care Representative

Reports To: Donor Care Manager

Location: Remote (US-Based)

Job Type: Full-time

About Us
Baitulmaal, Inc. is a 501(c)(3) nonprofit humanitarian aid organization that provides life-
saving, life-sustaining and life-enriching aid to people in need around the world regardless
of faith or nationality. Baitulmaal serves as a conduit between the compassion of our
donors and the needs of their beneficiaries. We are growing and looking for the right
candidate to join our amazing team! We offer a cooperative workplace focused on quality,
innovation, and growth. We look for people who share our values of integrity, creativity,
and excellence.

Role Overview
The Donor Care Representative plays a vital role in supporting Baitulmaal’s donor relations
strategy by serving as the first point of contact for donors. This role ensures every donor
receives exceptional service through timely communication, efficient issue resolution,
accurate data management, and meaningful engagement.
The ideal candidate brings strong communication skills, attention to detail, and a passion
for building positive donor relationships that strengthen Baitulmaal’s impact.

Key Responsibilities

Donor Support & Issue Resolution

● Respond promptly and professionally to donor inquiries via email, phone, and CRM
systems.
● Process and manage donations, refunds, and donor information updates.
● Investigate and resolve donor issues (e.g., missing receipts, duplicate donations).
● Maintain accurate and up-to-date donor records in NetSuite.
● Provide clear, empathetic communication that prioritizes donor satisfaction and
trust.

Donor Segmentation & Stewardship

● Support donor segmentation by categorizing donors based on giving level, interests,
● and engagement to enhance stewardship efforts.Assist in implementing the Donor
Stewardship Matrix to ensure each donor segment receives appropriate recognition.
● Participate in thank-you campaigns, personalized acknowledgments, and impact
reporting.
● Support re-engagement efforts for lapsed donors.
Data Management & Reporting
● Create and maintain donor reports in NetSuite to support key performance metrics
such as donor retention and acquisition rates, average gift size, engagement levels,
issue-resolution rates, and donor satisfaction feedback.
● Review donor surveys and comments to identify trends and improvement
opportunities.
● Maintain issue tracking logs and contribute to donor care performance reports.
● Perform routine data audits to ensure accuracy and integrity.
Communication & Collaboration
● Work closely with Accounting, Programs, Fund Development, and Communications
teams to ensure seamless donor support.

● Share donor insights with internal teams to help refine communication and
engagement strategies.
● Assist with newsletters, donor updates, and personalized outreach efforts.
● Maintain transparent follow-up with donors regarding their feedback and its
outcomes.

Events & Engagement

● Support Baitulmaal events, including donor appreciation gatherings and fundraising
activities.
● Collaborate with volunteers to enhance donor experience and event efficiency.
● Engage with donors at events to gather feedback and build relationships.
● Contribute ideas for new engagement initiatives and donor-centered experiences.
Training & Professional Development
● Participate in ongoing training in donor relations, communication skills, data
management, and customer service best practices.
● Engage in cross-departmental workshops to support consistent and effective donor
communication.
● Support a culture of continuous improvement within the Donor Care department.
Continuous Improvement
● Recommend ways to streamline processes and enhance donor satisfaction.
● Support quarterly reviews of donor feedback and department KPIs.
● Contribute to annual donor experience evaluations and strategy refinement.
● Perform other related and supporting tasks as needed to ensure effective donor
care and departmental operations.

Qualifications and Skills

● Bachelor’s degree or equivalent experience in communications, nonprofit
management, business, or related field.
● 1–2 years of experience in donor relations, customer service, or nonprofit
operations.
● Strong written and verbal communication skills.
● Excellent attention to detail and organizational abilities.
● Proficiency in CRM platforms (NetSuite preferred) and Google Workspace.
● Compassionate, patient, and solutions-focused mindset.
● Ability to work independently in a fast-paced remote environment.

Benefits (for full-time employees)
● Competitive salary based on experience.
● Remote work flexibility (if applicable).
● Comprehensive benefits package, including health insurance and retirement savings
plan.
● Opportunities for professional development and growth within a mission-driven
organization.

Application Instructions: To apply, please submit a resume, references, and cover letter
explaining why you are interested in joining Baitulmaal, Inc. to jobs@baitulmaal.org. In
your cover letter, please also address how your skills and experience align with our
mission.

Equal Opportunity Employer: Baitulmaal, Inc. is an equal opportunity employer and
values diversity. We encourage applications from individuals of all backgrounds and
identities.