Customer Support Specialist

Who we are

Montreal 🇨🇦 (CAD $50,000 - CAD $64,000) + stock options

🌬 Zeffy is leading a transformation in the social economy with its unique zero-fee fundraising platform, currently trusted by over 30,000 nonprofits throughout North America.

🚀 Experiencing a 300% year-over-year growth, we’re just getting started! There’s no better time to join us, as you’ll be among the first 35 employees set to make a tangible impact from day one.

🌱 If that’s not compelling enough for you, we are also proud to hold a B Corp certification.

 

About the role:

As a Customer Support Specialist at Zeffy (reporting to the Head of CS), you will play a pivotal role in ensuring the happiness of our nonprofit users. 💫

Our support team boasts a stellar 4.9/5 rating, driven by young, passionate individuals committed to making a real difference. At Zeffy, our exceptional support sets us apart, defining our industry standard. If empathy and ambition drive you, we want to meet you!

Here, your role won’t be just a title; it'll be an opportunity for growth. You’ll own your projects - based on your skills, interests and career goals - be involved in impactful decisions, and thrive in a culture built on trust and autonomy.

Come develop your career while empowering nonprofits to change the world!

More precisely you will :

Support Tasks (50%):

• Act as a product expert and provide support to charities through calls, chat and ticket management.
• Collaborate with the development team to resolve technical support tickets.
• Craft informative content addressing frequent questions to help nonprofits achieve their goals

Success Tasks (20%):

• Utilize your strong communication skills to foster long-term relationships with our largest nonprofit accounts, ensuring exceptional product experiences.
• Guide nonprofits through a smooth onboarding process.
• Leverage data and user feedback to improve our service and provide insights for product enhancements.

Continuous improvement projects (30%):

As our team expands, our tools and processes evolve constantly. Joining us means leading and owning impactful projects such as:

• Create automation, chat flows and workflows to enhance ticket resolution and deflection
• Investigate churn reasons and implement strategies to prevent it
• Develop creative ideas to help nonprofits scale their use of the software
• Conduct user research
• Lead retention marketing projects

Preferred experience (qualifications)

• You have 6+ months experience of proven expertise in Support, Customer Success, Account Management, or a related field.
• You have strong communications skills in English and French.
• You demonstrate empathy and pay attention in interactions with people.
• You enjoy identifying and solving technical problems.
• Familiarity with Hubspot or other CRM is an asset.
• Background in a tech startup setting is an asset.

💡 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!

What’s in it for you

• 4 weeks holiday + 1 week during Christmas time
• Competitive stock option program
• Health insurance (including dental plan)
• Online Medicine with Dialogue
• RRSP (REER) program
• Allowance for ecological transport #bike #transit
• 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 (30min)
• Meeting with our Head of Customer Success (1.5h)
• Case Study (2.5h)
• Team fit with leadership (1h)
• Reference check
• Job offer

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