Bilingual Charity & Donor Support Associate (Customer Support)

CanadaHelps; Toronto; Remote; CAD 55,000 - 60,000; Full time

Job summary

Join a forward-thinking organization as a Bilingual Charity & Donor Support Associate, where you’ll play a vital role in supporting charities and donors across Canada. This position offers an exciting opportunity to engage with a diverse range of stakeholders, providing top-notch customer service and technical support. You will be part of a dynamic team dedicated to social change, utilizing your bilingual skills to enhance the experience for our clients. With a competitive salary and a remote-first work environment, this role is perfect for someone passionate about making a difference and helping communities thrive.

Benefits

RRSP match program

Health, dental and vision benefits

15 vacation days

Paid time off programs

Summer hours

Birthday Day off

Work from Abroad

Professional Development budget

Remote-first work environment

Inclusive workplace culture

Qualifications

• 2 years of experience in customer service or technical support in a SaaS or eCommerce environment.
• Exceptional customer service skills with a positive attitude and empathy.

Responsibilities

• Provide customer and technical support to charities and donors via phone, email, and live chat.
• Ensure compliance with quality standards and contribute to improving support operations.

Skills

Bilingual in French and English

Customer service skills

Critical thinking

Empathy

Adaptability

Detail-oriented

Analytical thought-process

Tools

Salesforce

Google Apps

Microsoft Office

Job description

CanadaHelps is looking for an energetic, goal-oriented, and self-motivated Bilingual Charity & Donor Support Associate (Customer Support) with a passion for social change to join our team. This is an opportunity to join one of Canada’s first and North America’s most successful social technology organizations. We are a fast-growing, dedicated team of entrepreneurial-minded peers who have a passion for helping small- and medium-sized charities succeed, while engaging with donors to increase giving in Canada.

We believe technology and data are transformational game-changers for generating social profit. We democratize access to technology by providing best-in-class, easy-to-use online fundraising software and training to more than 30,000 registered charities across Canada (and the number of charities is rapidly growing). We are the market leader and over the past 24 years we’ve helped over 4.7 million Canadians donate over $3B to Canadian charities.

About the Role

We are looking for a full-time Bilingual Charity & Donor Support Associate (Customer Support). The ideal candidate is a goal-oriented and accountable individual who handles inbound calls and cases with a high degree of customer focus, professionalism and empathy.

The annual salary range is $55,000-$60,000, depending on experience. This position is remote but may require to be in office in Central Toronto from time to time. Remote - GTA.

Responsibilities

Responsibilities will include but are not limited to:

1. Provide a high-level of customer and technical support to our charities, donors, partners and any internal and external stakeholder via inbound Phone, Email, live chat channels;
2. Apply our call experience model for phone calls and established quality standards for emails in order to internally ensure compliance with our expectations, and externally ensure customer satisfaction and loyalty;
3. Liaise with the Instructional Designer & Facilitator to ensure our knowledge base is up-to-date and create, maintain and update internal records and documentation;
4. Use critical thinking and sound judgment to identify cases of urgency by escalating accordingly to internal departments, requests or challenges needed to be resolved in a prompt manner;
5. Contribute to personal and group projects to improve customer support operations and processes, and attend scheduled team and company meetings;
6. Act as a brand ambassador for the CanadaHelps brand and values, and keep up to date on our products, policies and procedures to ensure accurate information and correct implementation, and take initiative to continuously enhance skills;
7. Support the implementation of new technology to support departmental and organizational processes and goals;
8. Work with the Manager to meet individual and team goals as set by the Sr. Director of CX & Ops;
9. Other duties as assigned;

Required Skills and Experience

1. Bilingual in French and English
2. 2 years of experience in a customer service call center or technical support role in a SaaS, online, technology, or eCommerce company;
3. Exceptional customer service skills with a positive can do attitude and the ability to connect with empathy while offering meaningful solutions
4. Coachable, flexible, and a self-motivated team player who thrives in a collaborative environment
5. Demonstrated ability to adapt quickly to change and a great capacity to prioritize and multitask
6. Excellent listening and communication skills, both verbal and written
7. Detail-oriented, meticulous, and analytical thought-process
8. Experience with Salesforce, Google Apps, and Microsoft Office, and an aptitude for learning new computer programs quickly
9. Strong interpersonal skills with the ability to work independently and as part of a larger team
10. Passion for helping to build stronger communities and making a difference

Here is what we have to offer:

1. Competitive salary
2. RRSP match program
3. Health, dental and vision benefits (flexible programming based on your needs)
4. 15 vacation days
5. Paid time off programs - sick, personal and mental health days per year
6. Summer hours (office closed on Friday's before a long weekend)
7. Birthday Day off
8. Work from Abroad: Employees can work internationally in eligible countries for up to 90 days per calendar year
9. Professional Development budget per calendar year
10. We're a unicorn (A Not-For-Profit and a forward-thinking, technology-focused business)
11. A remote-first, lifestyle friendly, work-life balance company

Here’s what you can expect as you go through the hiring process.

1. Apply
2. Applicants who have sufficiently demonstrated their suitability for the role will be invited to do a Phone Interview with a member of the People & Culture team.
3. Candidates who have a successful phone interview will proceed to 1-2 interviews with relevant team members to show us how they best meet the qualifications outlined in the job ad. This step may also include assessments designed to demonstrate the candidate's ability to deliver (for example, presentations, a written assignment, tests and usually an oral interview).
4. Offer - Successful candidates will be contacted with a verbal offer of employment. If the offer is accepted, a written offer letter will be sent.
5. Background check - Successful candidates will be required to complete a successful background check prior to commencing employment which may include verification of identity with photo ID, criminal record check and background check with previous employers and given references.
6. Start your career with CanadaHelps!

We believe in everyone

At CanadaHelps, we commit to pursuing deliberate efforts to ensure that our company is a place where differences are welcomed, different perspectives are respectfully heard and where every individual feels a sense of belonging and inclusion.

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome and encourage applications from people of all abilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.