Customer Care Representative

CaringBridge is a no-cost, nonprofit health platform that surrounds family caregivers with support while they care for a loved one on a health journey. We offer tools to share and document a health journey, simplify care coordination, and connect caregivers with a supportive community. Founded in 1997, our vision at CaringBridge is a world where n o one goes through a health journey alone.

Based in Minnesota, we are proud of our global reach and nonprofit status with nearly 90% of our funding coming from the people who have experienced the power of CaringBridge firsthand. With over half a million CaringBridge websites created since our inception, our platform has seamlessly integrated into the lives of users, becoming an essential c ompanion during challenging times. As a testament to our effectiveness, a new CaringBridge site is started every twelve minutes, providing a lifeline of communication and solidarity for those navigating health events. Join us in our commitment to fostering connection, spreading hope, and making a meaningful impact in the lives of family caregivers and their loved ones.

Primary Objective of Position

Responsible for providing professional, friendly, efficient, and exceptional customer care to CaringBridge authors and visitors. This role is responsible for approaching customers with our core values and customer-first approach while being responsive and efficient.

Duties and Responsibilities

• Responds to live customer care needs by phone, email or live chat within established guidelines.


• Supports the help center functionality and processes. Provides insight and recommendations for enhancements based on customer feedback.


• Escalates or redirects issues to appropriate resource when necessary.


• Tracks issues and requests; documents resolutions and produces appropriate reports.


• Represents the voice of the customers to the organization as it pertains to insight or feedback that affects the services of CaringBridge.


• Performs responsibilities or tasks related to specific focuses that may include; donations, refunds, website feedback, brochure requests and more.


• Stays current with CaringBridge website information, changes and updates.


• Keeps Manager/Supervisor informed of important developments, potential problems, and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.


• Performs related work as apparent or assigned.

Experience and Technical Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.


• Associate’s degree or equivalent.


• 1-2 years of experience of customer service or similar responsibilities.


• Experience handling chats, calls and calls.


• Knowledge of Microsoft Office required, and Salesforce.com or similar CRM preferred.


• Self-starter with a record of success.


• Collaboration and teambuilding skills.


• Strong communication skills, written and verbal.


• Ability to successfully manage numerous contacts and cases at a time.


• Ability to read and interpret documents and procedural manuals.


• Ability to present information and respond to questions from coworkers, users, and volunteers.


• Strong collaboration and teambuilding skills.


• Bilingual in Spanish a plus.

CaringBridge Values

• Make Connections – Be a place of belonging where people feel welcomed, supported, and not alone.


• Give Hope – Honor the individual journey to encourage and uplift the people we serve and one another.


• Keep It Simple – Be purposeful and clear to solve the burden of being overwhelmed.


• Offer Guidance – Lead the way to create lasting impact.

Location

This position is hybrid, with required quarterly in-office meetings at our Bloomington, MN location.

Apply

Through your LinkedIn profile and attach your resume. Alternatively, you may submit your resume and salary requirements to jobopenings@caringbridge.org.

Salary Range

The hourly rate range for this role is $19.00/hour to $23.00 per hour and this position is non-exempt. Base pay offer decisions include consideration of related education, experience, advanced certifications and pay markets.

Notice:

Applicants must have the legal authorization to work for any employer in the United States. We are currently unable to sponsor or assume sponsorship of employment visas. Additionally, please note that this position requires quarterly required in-office work at our Bloomington, MN location.

CaringBridge | 3600 American Boulevard, Suite 405, Bloomington, MN 55431

Full Stack Software Engineer

CaringBridge is a no-cost, nonprofit health platform that surrounds family caregivers with support while they care for a loved one on a health journey. We offer tools to share and document a health journey, simplify care coordination, and connect caregivers with a supportive community. Founded in 1997, our vision at CaringBridge is a world where n o one goes through a health journey alone.
Based in Minnesota, we are proud of our global reach and nonprofit status with nearly 90% of our funding coming from the people who have experienced the power of CaringBridge firsthand. With over half a million CaringBridge websites created since our inception, our platform has seamlessly integrated into the lives of users, becoming an essential c ompanion during challenging times. As a testament to our effectiveness, a new CaringBridge site is started every twelve minutes, providing a lifeline of communication and solidarity for those navigating health events. Join us in our commitment to fostering connection, spreading hope, and making a meaningful impact in the lives of family caregivers and their loved ones.

Primary Objective of Position
You will develop modern, adaptive, cloud-based “serverless application” components and other modules which enable our cloud-based SaaS platform. Working within cross-functional teams in an iterative, Agile process, you will contribute to designs; implement prototypes for feedback; research technical solutions and third-party products for possible integration; implement production code; coordinate with system architects; and adapt to evolving business conditions in a collaborative, team-cen tric environment with very rapid execution. Excellent technical, communication and collaboration skills are required, along with commitment to enabling individual colleagues and the team.

Primary Duties and Responsibilities

• Expertly develop cloud-based “single-page serverless application” components (front-end and back-end), pipelines, data flows, and related infrastructure in AWS, using Lambda (Python), Cognito, AppSync, Step Functions, Kinesis, DynamoDB, React plus multiple ancillary technologies.


• Contribute architectural ideas along with technology expertise to cross-functional teams designing next-generation serverless infrastructures and adaptive user interfaces.


• Coordinate with technical architects and Engineering management to identify and implement technology best practices.


• Implement prototypes for iterative feedback.


• Research technical solutions and third-party products for possible integration, keeping colleagues and management informed of the evolution of appropriate solutions.


• Contribute documentation, test automation, and technical presentations appropriately.

Experience and Technical Qualifications

• 2+ years of experience developing SaaS applications on AWS required. 5+ years of related software development required.


• 2+ years of experience developing modern “single-page applications” using React required.


• Proficiency in AWS serverless application components including Lambda, Cognito, AppSync, Step Functions, Kinesis, DynamoDB, S3, and related technologies.


• Experience with Apollo, GraphQL, and related ancillary technologies.


• Expertise with Terraform, Velocity, and ancillary technologies is a definite plus./li>
  
• Knowledge of browser caching, browser compatibility issues, W3C standards, accessibility guidelines, responsive design, usability and front-end performance optimization.


• Knowledge of Git, CI/CD concepts, test automation and modern Agile SDLC processes required.


• Experience with CMS (for example, WordPress) is a plus.

Cultural Fit

• • Must be a strong self-starter with a demonstrable record of success.


• • Must have excellent communication and collaboration skills.


• • Must thrive with rapid pace and constant change.


• • Must be passionate about helping others, keeping the experience of our users at the forefront of our decisions.

CaringBridge Values

• Make Connections – Be a place of belonging where people feel welcomed, supported, and not alone.


• Give Hope – Honor the individual journey to encourage and uplift the people we serve and one another.


• Keep It Simple – Be purposeful and clear to solve the burden of being overwhelmed.


• Offer Guidance – Lead the way to create lasting impact.

Location
This position is hybrid, with required quarterly in-office meetings at our Bloomington, MN location.

Apply
Through your LinkedIn profile and attach your resume. Alternatively, you may submit your resume and salary requirements to jobopenings@caringbridge.org.

Salary Range
The salary range for this role is $102,000 to $146,000. Base pay offer decisions include consideration of related education, experience, advanced certifications and pay markets.

Notice:
Applicants must have the legal authorization to work for any employer in the United States. We are currently unable to sponsor or assume sponsorship of employment visas. Additionally, please note that this position requires quarterly required in-office work at our Bloomington, MN location.

CaringBridge | 3600 American Boulevard, Suite 405, Bloomington, MN 55431