Associate, Production Support

Girl Scouts of the USA

life insurance, parental leave, paid time off, sick time, 401(k)

United States, New York, New York

420 5th Avenue (Show on map)

Apr 18, 2026

Associate, Production Support

Job Locations

US

Job ID

2026-2196

# of Openings

Category

Revenue/Merchandising

About Us

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.

#LI-Remote

You Will

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 customerfacing resources, provides Tier 2 agents with updates and training, supports orderrelated 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 customerfacing 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 orderrelated 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.

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.

5+ years relevant experience in customer care/service in phone, email, and social media. Demonstrates a basic understanding of customer service concepts and exercises tact and an appropriate sense of urgency when dealing with the public.

Ability to manage expectations, outstanding organizational skills, strong reading comprehension and ability to communicate results. Demonstrates excellent written and verbal communication skills.

Answers questions and inquiries, problem-solves, and investigates customers' issues while maintaining a knowledgeable, professional approach to customer care. Ability to handle challenges with a smile, love to help people; strong interpersonal skills, demonstrates empathy and commitment.

Must have strong technical skills, including Microsoft Suite and Salesforce, and ability to learn new applications quickly. Demonstrates strong problem-solving ability, including within tight timeframes and with multiple customers. Ability to prioritize and multi-task while meeting deadlines.

Develops understanding of the experiences, products, and services of GSUSA. Fosters innovation by seeing opportunities, not just issues or problems.

Focuses on continuous learning and development. Works effectively within team and cooperates and contributes to team knowledge, skills, and processes.

Participates in cross-functional project teams by providing basic customer information or by conducting specific tasks.

Supports Digital Cookie and other team functions as needed.

Maintains knowledge of internal staff organization so tickets are escalated and followed through to the appropriate person and/or department.

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:

Medical and Behavioral Health Coverage
- Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.
- Both plans include GSUSA partial subsidy of premium costs
- Dental and vision coverage

Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts
Company-paid life insurance
Flexible work arrangements
12 weeks of paid parental leave
401(K) with company match
Sick leave
Short- and Long-Term Disability for salary continuation
Health and Wellness Classes and Activities throughout the year
Access to Employee Engagement Groups

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.