Associate Support Consultant (Generalist)

Foundant Technologies, Inc.; Toronto; Remote; CAD 45,000 - 75,000; Full time

Job summary

An innovative firm is seeking a dedicated client support specialist to enhance customer experiences through effective communication and problem-solving. In this role, you will directly assist clients, ensuring their needs are met while fostering a collaborative environment. You'll be part of a dynamic team that values innovation and personal growth, contributing to impactful projects that drive real change in various sectors. With a remote-first approach, you’ll enjoy flexibility and autonomy in your work, while also having opportunities for professional development and recognition. Join a culture that celebrates diversity and empowers you to make a difference.

Benefits

Flexible PTO

Tuition Reimbursement

Lifestyle Reimbursements

Mindfulness Initiatives

Fitness Initiatives

Employee Recognition Programs

Qualifications

• 1+ years in client/customer service or philanthropy preferred.
• Familiarity with CRM software, especially Zendesk, is a plus.

Responsibilities

• Support resolution of client tickets through chat, phone, and email.
• Maintain communication with clients for proactive problem-solving.

Skills

Customer Service

Attention to Detail

Communication Skills

Time Management

Problem Solving

Adaptability

Software Learning

Education

Bachelor's Degree in Related Field

Tools

Zendesk

Customer Relationship Management (CRM)

Job description

About SmartSimple & Foundant

At SmartSimple and Foundant Technologies, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments.

With the recent merger of SmartSimple and Foundant Technologies, we’ve created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we’re setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.

Where You’ll Work:

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

What You'll Do:

• Directly support the successful resolution of client tickets that come through Foundant’s Support channels: chat, phone, and email.
• Develop and maintain a high degree of Foundant product knowledge.
• Handle frontline support tickets that are in Service Level Agreement breach.
• Collaborate with and assist other members of the Support team.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Strategize and problem solve with team members to ensure that clients have the best possible experience.
• Monitor and assist in the triage of frontline support tickets, ensuring that clients get connected to the resource that best suits their needs.
• As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
• Conduct and facilitate warm handoffs when needed to ensure the client has the right resource to match their needs.
• Documentation and note taking for relevant client interactions.
• Following up on tasks and projects arising from client interactions.
• Contributor to continuous process improvement within and between all areas of Client Support.
• Other duties as assigned.

What You'll Need:

• At least one year in philanthropy (grantmaking, scholarship making, fund accounting, or donor relations preferred) OR client and/or customer service in a SaaS company and/or related industry.
• Familiarity with Customer Relationship Management (CRM) software, experience with Zendesk preferred.
• Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
• Excellent verbal and written communication skills.
• Excellent time management skills to handle multiple, concurrent tasks and deadlines.
• Ability to learn new software quickly.
• Experience with embracing change in a high-growth environment.
• Bachelor’s degree in related field preferred but not required.
• Prior philanthropic experience preferred but not required.

Why You’ll Love Working at SmartSimple + Foundant:

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change.
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
• We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams at both SmartSimple and Foundant, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals.
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!

SmartSimple and Foundant are equal opportunity employers, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation.

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, SmartSimple and Foundant are also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact [e-mail].