Client End User Specialist - 12 Month Term

Benevity; Toronto; Hybrid; CAD 55,000 - 70,000; Full time

Job summary

Benevity is hiring a Client End User Specialist to deliver exceptional service to our clients and nonprofit partners in a flexible hybrid work environment. You will serve as the knowledge expert for your assigned clients, understand their program guidelines, and act as the main contact for support inquiries via email, chat, and phone.

With at least 2 years in customer service, you will proactively triage escalations, run training sessions, and contribute to continuous improvement by analyzing

Qualifications

• Bachelor's degree or equivalent experience.
• At least 2 years in customer service or client management.
• Strong interpersonal and communication skills, both written and verbal.
• Able to work independently and in a team.
• Comfort with change and complex systems.
• Second language proficiency is beneficial.

Responsibilities

• Deliver exceptional service to turn clients into Raving Fans of Benevity.
• Serve as the subject matter expert for assigned clients, bringing knowledge of their program guidelines and needs to every interaction.
• Proactively identify, triage, and resolve escalations before they reach clients or leadership.
• Serve as the main point of contact for client support inquiries via email, messaging, and phone.
• Be the first line of support for client-specific questions from the broader EUC team and coaching partners.
• Maintain all service level agreements diligently.
• Escalate client concerns to guarantee swift resolution.
• Communicate system issues and enhancement suggestions to the development team.
• Address support requests both in writing and verbally.
• Run training sessions and create resources for client-specific knowledge; drive quality control and continuous improvement.
• Build strong relationships with Client Success, Technical Account Management, and Managed Services teams; join client meetings where EUC expertise adds value.
• Deliver data-driven insights through CSAT scores and feedback trends to inform recommendations.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Education

Bachelor's degree or equivalent experience

Job description

Meet Benevity Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering, grantmaking, employee resource groups and micro-actions, we help most of the Fortune 100 brands build better cultures and use their power for good. We’re also one of the first B Corporations in Canada, meaning we’re as committed to purpose as we are to profits. We have people working all over the world, including Canada, Spain, Switzerland, the United Kingdom, the United States and more!

Our Client End User Specialists engage with Benevity's remarkable end users, clients, and nonprofit organizations, driving our mission to change the world. We're looking for candidates who are detail-oriented, excel at multitasking, and are excited to be part of a collaborative and skilled team.

Join a group of dedicated and passionate professionals committed to creating innovative solutions for our clients. You'll have the opportunity to work alongside some of the world's most renowned companies and charities, supporting their efforts to make a meaningful impact. If you're a self-motivated, adaptable team player who learns quickly, enjoys solving challenging problems, and appreciates casual work attire, you'll fit right in.

What You’ll Do

• Deliver exceptional service to turn clients into Raving Fans of Benevity!
• Serve as the subject matter expert for your assigned clients, bringing deep knowledge of their program guidelines, nuances, and needs to every interaction
• Proactively identifying, triaging, and resolving escalations before they reach clients or leadership
• Serve as the main point of contact for client support inquiries via email, messaging, and phone
• Be the first line of support for client-specific questions from the broader EUC team, including third-party partners, coaching them through nuanced requests
• Maintain all service level agreements diligently
• Escalate client concerns to guarantee swift resolution
• Communicate system issues and enhancement suggestions to the development team
• Address support requests both in writing and verbally
• Run training sessions and create resources for client-specific knowledge; review requests and conduct quality control measures to drive continuous improvement
• Build strong working relationships with Client Success, Technical Account Management, and Managed Services teams, joining client meetings where EUC expertise adds value
• Deliver data-driven insights through regular analysis of CSAT scores, one-touch resolution rates, and user feedback, translating trends into actionable recommendations

What You’ll Bring

• Bachelor's degree or equivalent experience
• At least 2 years in customer service or client management
• Strong interpersonal and communication skills, both written and verbal
• Ability to excel independently and as part of a team
• Adaptability to dynamic environments and comfort with change
• Skilled in navigating ambiguity and complex systems
• Proficient in analyzing information and understanding subtleties in written communications
• Expertise in establishing rapid relationships through email and phone
• Proficiency in a second language is beneficial

Discover your purpose at work

We’re not employees, we’re Benevity-ites. From all locations, backgrounds and walks of life, who deserve more …

Innovative work. Growth opportunities. Caring co-workers. And a chance to do work that fills us with a sense of purpose.

If the idea of working on tech that helps people do good in the world lights you up ... If you want a career where you’re valued for who you are and challenged to see who you can become …

It’s time to join Benevity. We’re so excited to meet you.

Where We Work

At Benevity, we embrace a flexible hybrid approach to where we work that empowers our people in a way that supports great work, strong relationships, and personal well-being. For those located near one of our offices, while there’s no set requirement for in-office time, we do value the moments when coming together in person helps us build connection and collaboration. Whether it’s for onboarding, project work, or a chance to align and bond as a team, we trust our people to make thoughtful decisions about when showing up in person matters most.

Join a Company Where DEIB Isn’t a Buzzword

Diversity, equity, inclusion and belonging are part of Benevity’s DNA. You’ll see the impact of our massive investment in DEIB daily — from our well-supported employee resources groups to the exceptional diversity on our leadership and tech teams.

We know that diverse backgrounds, experiences, skills and passions are what move our business and our people forward, so we're committed to creating a culture of belonging with equal opportunities for everyone to shine.

That starts with a fair and accessible hiring process. If you want to feel seen, heard and celebrated, you belong at Benevity.

Candidates with disabilities who may require accommodations throughout the hiring or assessment process are encouraged to reach out to [e-mail].