Member Support & Incentives Co-ordinator

Reach3 Insights – Member Support & Incentives Co-ordinator (Part-time)

 Rival Group, comprised of Rival Technologies and Reach3 Insights, is an award-winning global insights firm on a mission to transform the insights industry through the power of mobile messaging-based, conversational insights. 

Rival Technologies is solving a massive problem in the research industry by creating Community 2.0, an insights community platform using chat-based tech and conversational approaches. We engage with consumers via organic mobile messaging-based solutions to capture rich, in-the-moment qual/quant human insights at scale.  

Reach3 is a full-service research consultancy that develops scalable, conversational insight solutions for today’s modern, agile enterprise. Featuring immersive, in-the-moment research designs, intelligent data sciences and dynamic digital storytelling, our approach delivers deep experiential insights that inspire action. 

Here is a link to a demo video that shows us in action. 

But, why us for your next career move? 

As a Part-Time Member Support and Incentives Coordinator, you'll be an essential part of our Research Operations team, ensuring that our research community members receive timely and effective assistance. Your primary responsibilities will include managing support inquiries through our Freshdesk ticketing system, handling incentive fulfillment, processing contest prize draws, and coordinating operational tasks using ClickUp. You will identify and escalate issues as needed, utilize our internal FAQ library for common questions, and ensure that all inquiries are resolved promptly. Your strong communication in English and Spanish, organizational skills, and attention to detail will help maintain high standards of quality and accuracy in all your work.

• We are currently a hybrid workplace, with hub offices in Toronto, Vancouver and Chicago. However, this can be a fully remote position in British Columbia or Ontario (preferred locations). We are also willing to consider applicants in the US. 
• No. of hours per week: 20 - 25
• Hourly rate: $20-$25 CAD 
• Potential for extension at the end of the fixed term agreement or to go full time depending on business need and growth

Interested? Yeah. We thought you might be. 

As a Member Support and Incentives Coordinator at Reach3, you will: 

• Use our ticketing system to assist research community members via email. You'll receive training on how to use Freshdesk to efficiently handle and resolve requests.
• Manage and process incentives fulfillment requests with a high degree of accuracy. This includes processing digital gift cards and administering contest and sweepstakes programs to ensure timely delivery.
• Utilize ClickUp to organize and track Operations tasks and workflows, ensuring everything runs smoothly.
• Respond to community member support tickets promptly using our internal support FAQ library, which includes template responses for the most common questions.
• Refer unresolved issues to the appropriate Reach3 staff, track progress, and follow up to ensure resolution. Some support tickets may require input from other team members.
• Handle inquiries from both English and Spanish-speaking members, addressing their concerns effectively.
• Exhibit excellent communication, proactive problem-solving, organization, time management, and adherence to deadlines, ensuring high-quality and accurate work.

 This may be the right opportunity for you if you have: 

• Bilingual: Fluent in English and Spanish
• Previous Customer Support Experience is a plus
• Strong attention to detail with a focus on accuracy and meeting deadlines

Apply Now! 

If you think you’re a good fit, please connect with us ASAP with your resume. Please note, you must be eligible to work in Canada to be considered for this role. At Reach3, we value the unique qualities and experiences that each candidate brings to the table. We believe in a personal approach to hiring and take the time to thoroughly review each resume ourselves. Rest assured, we do not use AI or automated systems to review or filter resumes. Every application is carefully reviewed by our hiring team to ensure a fair and personalized evaluation process. If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that individuals in underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. 

If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that individuals in underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. 

Reach3 welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility. 

No recruiters and no phone calls, please! 

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. Reach3 Insights Inc. provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.