Product Support Specialist

Zeffy; Montreal; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A purpose-driven company in Montreal is seeking a Product Support Specialist to assist nonprofit clients with their tools and projects. The ideal candidate will have at least 6 months of customer service experience, strong bilingual communication skills, and a passion for helping organizations achieve their missions. Join a collaborative team that celebrates diversity and innovation in a fast-paced environment.

Benefits

4 weeks holiday + 1 week during Christmas time

Competitive stock option program

Health insurance

Online Medicine with Dialogue

RRSP (REER) program

Allowance for ecological transport

Wellness Budget

Team volunteering four times per year

Offsite summit once a year

Flexible, hybrid work options

Qualifications

• 6 months+ of experience in a customer-facing role.
• Excellent written communication in English and in French.
• Track record of owning tasks or projects to completion.
• Experience working or volunteering with a nonprofit.
• Tech-savvy and quick to learn new software.

Responsibilities

• Act as a product expert and respond to nonprofit and donor questions via email and callback requests.
• Troubleshoot product or technical issues and collaborate with the dev team when needed.
• Maintain and update our internal support tools: templates, snippets, help centre articles, and chat flows.
• Take ownership of a project tailored to your skills, interests, and career goals.

Skills

Customer service

Written communication

Technical troubleshooting

Project ownership

Job description

Overview

About Zeffy

Over 10% of the North American workforce is dedicated to nonprofit causes - that's 15 million people dedicated to impacting the world positively. By making them all more effective and impactful, we've found a powerful leverage point for change. That's the scale we're building toward. This isn't just vision - it's working. We've helped 50,000+ nonprofits raise over $1.5 billion with zero fees, saving them $60M+ for their causes and countless hours thanks to efficient technology. With 150% year-over-year growth and 2+ years of profitability, we're proving that sustainable business success and social impact go hand in hand.

Our recipe? A small team of ambitious, smart, and kind people who work exceptionally well together. We believe this is the most effective way to go fast and far - growing quickly while maintaining our efficiency and values. Zeffy is a B-Corp company.

What Makes Our Support Team Unique

As a Product Support Specialist at Zeffy (reporting to the Head of CS), you’ll help thousands of nonprofits get the most out of our tools. You’ll spend most of your time supporting users via email and callbacks, and the rest owning projects that improve our support processes, tools, and overall experience.

We’re not your average support team. Unlike traditional tiered setups, everyone on our team handles complex and meaningful cases from day one. Our team of seven is passionate, driven, and if we’re being honest… pretty cool.

Support won’t be your only focus. Every two months, you’ll be assigned a project tailored to your skills and interests, so that you can grow your career. You’ll fully own your targets and metrics, and not just contribute to impactful decisions, you’ll actually make them happen. Our culture is built on trust, autonomy, and growth.

We have the best clients. Our users are nonprofit organizations doing incredible work. They’re kind, mission-driven, and genuinely appreciative of the help we provide. Our 4.9/5 satisfaction score speaks for itself!

If you’re ambitious, tech-savvy, and thrive in fast-paced environments, we’d love to meet you!

More precisely you will

Support Zeffy Users (75%)

• Act as a product expert and respond to nonprofit and donor questions via email and callback requests
• Troubleshoot product or technical issues and collaborate with the dev team when needed
• Maintain and update our internal support tools: templates, snippets, help centre articles, and chat flows
• No “agent levels” or “tiers”, you’ll be trusted with complex questions from day one

Continuous Improvement Projects (25%)

• This is where you grow. Every two months, you’ll take ownership of a project tailored to your skills, interests, and career goals. You’ll have full responsibility for making it happen and seeing results.

Qualifications

• 6 months+ of experience in a customer facing role
• Excellent written communication in English and in French
• Track record of owning tasks or projects to completion
• Experience working or volunteering with a nonprofit
• Tech-savvy and quick to learn new software

Bonus

• Previous experience in SaaS industry
• Familiarity with HubSpot, other CRMs or any other helpdesk tool
• Background in political science, social work, or community involvement

Research shows that candidates from underrepresented backgrounds often don\'t apply for roles if they don\'t check every box. If this applies to you and you are interested in the position, we\'d love to hear from you!

Working at Zeffy will feel like home if

• You're driven by ambition at scale: You’re passionate about making a difference and believe technology can empower nonprofits to tackle the world’s biggest challenges.
• You keep it simple: You value clarity and efficiency, knowing that the best solutions are often the simplest ones.
• You’ve got each other's backs: You collaborate with kindness, communicate openly, and celebrate the successes of those around you.

Why join us at Zeffy?

• Be part of a purpose-driven company: We are profitable and growing fast, with a sustainable model that supports nonprofits.
• Experience real impact: With 200% year-over-year growth, we’ve helped them raise nearly $1 billion, and we’re just getting started!
• Work in a collaborative environment: Join an ambitious, passionate team in our beautiful office, located in Le Plateau.

What’s In It For You

• 4 weeks holiday + 1 week during Christmas time
• Competitive stock option program
• Health insurance
• Online Medicine with Dialogue
• RRSP (REER) program
• Allowance for ecological transport
• Wellness Budget
• Team volunteering four times per year
• Offsite summit once a year with the entire team
• Offices located in the heart of Plateau Mont-Royal, with the possibility of flexible, hybrid work.

Recruitment Process

• Call with Recruiter (45 min)
• Meeting with Hiring Manager (1.5h)
• Case Study (2h)
• Cultural interview with leadership (1h)
• Reference check / Team lunch
• Job offer

Zeffy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.