Affiliate Support Specialist

About the role

The Affiliate Support Specialist serves as a key resource for Habitat for Humanity affiliates across the US and Canada. You will provide guidance on policies, best practices, and emerging programs, helping affiliates maximize the use of the MyHabitat intranet and maintain good standing.

Key responsibilities

• Respond to calls, emails, and referrals, interpreting HFHI policies and acting as an escalation point for Affiliate Support Center representatives (30%).
• Provide medium‑to‑long‑term coaching for new affiliate leaders on infrastructure areas such as family services, board training, volunteer coordination, and intranet usage (10%).
• Present trainings about the Affiliate Support Center at conferences, summits, and learning events (5%).
• Interpret applicable HFHI policies for diverse affiliate entities, ensuring clear understanding (15%).
• Manage a channel for complaints from or about the Habitat network or internal departments (20%).
• Guide affiliates through complaint resolution processes (10%).
• Ensure the “voice of the affiliate” is heard internally through support experiences (5%).
• Assist affiliates in maintaining Good Standing status (5%).

Required profile

• Bachelor's degree or equivalent work experience.
• Minimum of 3 years of related experience in customer support or nonprofit assistance.
• Strong critical‑thinking abilities to find solutions in comparable situations.
• Proven customer‑service skills supporting organizations of varying sizes and knowledge levels.
• Excellent verbal and written communication skills across multiple mediums.

Required skills

• Proficiency with intranet platforms, specifically MyHabitat.
• Ability to interpret and convey organizational policies.