Girl Scouts of the USA
Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.
As a mission-driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, connection, and teamwork.
Girl Scouts are doers, innovators, problem-solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life-changing Girl Scout Leadership Experience.
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Community Description
The Revenue Office/Girl Scout Merchandise leads merchandising, licensing, product sales, and other revenue streams, which in turn fund both Girl Scouts of the USA programming and administration and local council revenue. The teams at this division include e-commerce, operations, retail, licensing, and the famous Girl Scout Cookie Program and work closely with all the other communities to bring products to market for our Girl Scouts and to the public. The team also collaborates closely with external vendors, sponsors, and external agencies.
POSITION SUMMARY
The Associate, Production Support supports the operational and technical functions of the Digital Cookie platform by reviewing Salesforce inquiries, researching issues, and providing guidance to customer service agents. The role maintains accurate case records, monitors and responds to recurring system challenges, and collaborates with councils, internal teams, and vendors to ensure escalations are resolved effectively. The Associate contributes to customer‑facing resources, provides Tier 2 agents with updates and training, supports order‑related and financial processes, and participates in quality assurance testing and release readiness.
Primary duties of the position
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Essential Responsibilities |
Provides direction, updates, and responses to Tier 2 customer service agents to support consistent case handling and information sharing. Maintains accurate case records, monitors case progress, and identifies trends or recurring issues. |
Supports daily production operations by reviewing, researching, and responding to inquiries submitted through Salesforce and other internal systems. |
Collaborates with councils, internal teams, and external vendors to ensure escalations are addressed efficiently. Documents Digital Cookie system challenges and contributes to ongoing improvements. |
Participates in the development and maintenance of customer‑facing resources, including email templates, ChatBot/Live Chat content, Digital Cookie FAQs, and program communications. |
Project manages and maintains automated customer service system emails specific to Digital Cookie, ensuring accuracy, consistency, and timely updates. |
Serves as a liaison between Digital Cookie Tier 1 and Tier 2 teams, assisting with training, communicating technical updates, sharing cookie program information, and supporting readiness for technical releases. |
Manages the resolution of order‑related issues such as chargebacks, refunds, duplicate orders, address verification, and payment capture failures. Collaborates with and serves as backup for the Director of Production Support on financial vendor tasks, including managing chargebacks, reconciliation processes, and reporting requirements for councils and GSUSA. |
Collaborate with internal partners to support quality assurance testing for Digital Cookie and other technical products. Assists in validating system functionality, identifying defects, and documenting findings to support successful releases.
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Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
REQUIRED COMPETENCIES |
Administrative coordination duties or may support Executive Team with confidential, administrative support; Individual Contributors who may have responsibility for projects or processes and who are still developing. |
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REQUIRED TECHNICAL SKILLS | ||
Office 365 or similar suites | Competency in PowerPoint or similar presentation software | Competency in Microsoft Excel or similar software |
Experience with software ticketing systems, such as Salesforce Service Cloud
| Phone call management system, like Skype | NA |
REQUIRED EDUCATION AND EXPERIENCE (i.e., degrees, certifications) | |
Degree or Equivalent Experience: Bachelor’s degree or equivalent experience | Minimum Years of Experience: Minimum of five (5) years’ experience in customer service environment |
SALARY RANGE: $66,000 - $80,000
This represents the present low and high end of the pay range for this position. This pay range is only applicable to NYC Metro-based employees, on a hybrid schedule. Actual pay will vary based on various factors, including but not limited to experience.
What We Offer:
Girl Scouts is powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive employee salary and benefits package that includes:
Paid Time Off:
GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays per year. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.
Other Benefits:
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
POSITION TYPE: This is a full-time position. Monday through Friday.
AAP/EEO Statement: GSUSA is an equal employment opportunity employer.
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