At CanadaHelps we believe in the power of generosity - not just for those who receive it, but for everyone it touches. Every act of generosity sparks connection, inspires change, and brings people together. We are looking for an energetic, goal-oriented, and self-motivated Charity & Donor Support Associate with a passion for collective generosity to join our team. This is an opportunity to join something bigger: a movement that fuels progress, strengthens communities, and reminds us of what’s possible when we come together.

We are a fast-growing, dedicated team of entrepreneurial-minded peers who believe in a world where everyone can thrive. We offer a flexible, inclusive environment built on growth, ambition, and shared success.

CanadaHelps provides the most comprehensive and flexible range of giving solutions for donating to any charity in Canada, and we partner with charities of all sizes to ensure they have the tools they need to achieve their goals. Over the past 25 years we’ve helped raise over $3.6B for Canadian charities.

Generosity is right here.

About the role:
As a Charity & Donor Support Associate (Customer Support), you will have the opportunity to join an
innovative charity, learn more about its tech offerings, and make an impact by displaying your passion for social
change. The CDS Associate (Customer Support) is a goal-oriented and accountable individual who handles
inbound calls and cases with a high degree of customer focus, professionalism and empathy.

What you’ll do: (Primary Responsibilities)

• Provide a high-level of customer and technical support to our charities, donors, partners and any internal
  and external stakeholder via inbound Phone and Email channels;

• 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;

• Liaise with the Instructional Designer & Facilitator to ensure our knowledge base is up-to-date and
  create, maintain and update internal records and documentation;

• 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;

• Contribute to personal and group projects to improve customer support operations and processes, and
  attend scheduled team and company meetings;

• 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;

• Support the implementation of new technology to support departmental and organizational processes and goals;

• Work with the Manager to meet individual and team goals as set by the Sr. Director of CX & Ops;

• Other duties as assigned;

What you will bring to the table (Experience):

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