Customer Service Manager

This is not a job post. This is a mission-an opportunity to join an impactful team of freedom fighters and change the course of history. This is a calling to fight tyranny and work to create a world of maximal human liberty for your family, friends, neighbors, and your children's children. Apply only if you have the integrity, tenacity, commitment, and skill to take on this sacred responsibility and deliver results even-especially-when it's hard. Check out our news, X (Twitter), and IG for more about us.

ROLE: Customer Service (Customer Support) Manager (Las Vegas, NV)

REPORTS TO: Head of Grassroots

LOCATION: Based at Las Vegas, NV headquarters (89149)

COMPENSATION: $62,400 - 74,880/year (depending on experience and qualifications)

TYPE: Full-Time

What we're looking for

• A positive, cheerful customerservice manager with excellent comprehension, analysis, and writing skills to deliver extraordinary customer service (primarily via e-mail)
• A genuinely excellent human being who lives our values, loves our mission, hates to lose, and wants to help us win
• High integrity, high competence, and high drive, as well as a willingness to adapt, take on challenges, learn, and grow
• Someone we enjoy working with-and that enjoys working with us-as part of a team

Who we are

• Firearms Policy Coalition (FPC) is a high-impact nonprofit advocacy organization with an important purpose, clear mission, strong values, and transparent core beliefs that fights forward to create a world of maximal individual liberty primarily through litigation and culture (though we also engage in lobbying and other programs)
• We founded FPC Law (FPCLaw.org), the nation's preeminent legal action program focused on the right to keep and bear arms and adjacent rights

Benefits

We offer an excellent benefits package including:

• Highly competitive compensation
• Generous paid time off and paid holidays
• Medical, dental, and vision insurance (99% employer paid)
• Employer HSA contribution of $125 per month (with a qualified health plan)
• 401(k) retirement savings plan with 100% to 5% match
• 100% employer-paid life insurance, short-term disability insurance, and long-term disability insurance
• Opportunities to learn while working to change the course of history

How to apply

Candidates should provide:

• A cover letter explaining 1) why you want to join our team and 2) why we should hire you
• A complete, up-to-date resume
• Work samples (if you have a relevant portfolio)
• At least 3 (each) professional and personal references

What you'll do

• Independently evaluate issues and determine the appropriate course of action, referral, or response
• Own the customer experience and provide excellent service for the people we serve
• Ensure requests are fully, positively, and timely resolved to meet objectives
• Stay informed of organizational work products and current/active issues and events
• Update and maintain CRMs and member/donor databases to ensure completeness and accuracy
• Work with colleagues and contractors to improve processes and systems
• Handle confidential information with discretion and maintain strict confidentiality
• Meticulously organize and maintain electronic and physical files and organizational systems, staying highly organized
• Perform other duties and manage projects as assigned

Requirements

• Have alignment with and support for FPC's purpose, core beliefs, current mission, and brand
• Be at least 21 years old and legally eligible to work in the U.S.
• Have an associates or bachelor's degree in English, communications, journalism, business or another relevant field from an accredited U.S. school
• Have at least 3 years of experience in a customer service or administrative/reception role independently resolving inbound requests
• Have exceptional written and oral communication skills (fluent in U.S. English)
• Have a detail-oriented mindset with excellent comprehension, analysis, and writing skills and the ability to independently frame appropriate responses
• Have exceptionally strong processing, organizational, and work management skills
• Be a genuinely excellent human being who lives our values, loves our mission, hates to lose, and wants to help us win
• Have high integrity, high competence, and high drive, as well as a willingness to adapt, take on challenges, learn, and grow
• Be someone we enjoy working with-and that enjoys working with us-as part of a team
• Have a strong sense of humor and positive, team-first attitude
• Efficiently use Apple computers, Google Workspace and/or Microsoft Office business software, video conferencing platforms, asynchronous and synchronous collaboration tools, and work planning/management tools

Preferences

• 5+ years of successful experience in a customer service role or administrative/reception role independently resolving inbound requests
• Experience with help desk ticketing systems (HelpScout, etc.)
• Experience with CRMs and contact databases
• Excellent spreadsheet skills

Our Core Beliefs

We believe that the People's access to and exercise of natural rights, including that to personal property, are necessary to achieve and maintain a free world. To that end:

• We believe that natural rights are not granted by governments, a byproduct of majority consensus or majoritarian process, or mere privileges conferred by any government, group, or creation of man.
• We believe that natural rights include but are not limited to the rights to self-defense and use of just force against unjust force; acquiring, possessing, training with, carrying, and using arms for moral and just purposes; free speech; association; protest; privacy; due process; equal protection of the laws; private property; and free markets.
• We believe that how a government or society regulates the right to keep and bear arms is a strong and likely leading indicator of how that government or society does or will approach regulation of other natural rights and personal property.
• We believe that well-armed people make tyranny at scale significantly more costly.
• We believe that liberty is correlated with access to innovation and technology, including but not limited to that of arms, speech, and encryption.
• We believe that it is immoral to unjustly use force to take the life, liberty, or property of others.
• We believe that we must eliminate coercion and immoral laws, policies, regulations, customs, and enforcement practices in order to fulfill our Purpose.

Our Values

• We operate with integrity according to our Core Beliefs and the Firearms Policy Ethic
• We deliver value by consistently meeting expectations on time
• We take ownership of and responsibility for our decisions, actions, and outcomes
• We communicate-up, down, and across-without needing to be asked
• We overcome challenges and achieve objectives with tenacity and grit
• We learn from failures, mistakes, criticism, feedback, and success

We are an equal opportunity employer.