Customer Support Specialist

Who we are

🌬 Zeffy is leading a transformation in the social economy with its unique zero-fee fundraising platform, currently trusted by over 50,000 nonprofits throughout North America.

🚀 Experiencing a 200% year-over-year growth, we’re just getting started! There’s no better time to join us, as you’ll be among the first 40 employees set to make a tangible impact from day one.

🌱 We are also proud to hold a B Corp certification.

About the role

🇨🇦 Montreal (hybrid) 🧪 0-2 years 💰 CAD $50,000 - CAD $64,000 + stock options

A Customer Support & Success Manager at Zeffy is passionate about to helping nonprofits raise more funds for their causes, playing a key role in our mission to improve nonprofit efficiency and drive tangible impact towards resolving some of the most pressing global issues. They are exceptional problem-solvers, approaching complex situations in a simple yet impactful way, and empathetic individuals with a strong tech-savvy side to them!

In this role, you will be the main point of contact of nonprofits and donors using our platform, managing a high-volume of requests while developing long term relationships with key accounts. You will have the chance to be owner of your projects—based on your skills, interests, and career goals—, take part in impactful decisions, and develop in a culture built on trust and autonomy.

If that resonated with you, we would love to hear from you!

Key Responsibilities

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:

• Creating automation, chat flows, and workflows to enhance ticket resolution and deflection.
• Investigating churn reasons and implementing strategies to prevent it.
• Developing creative ideas to help nonprofits scale their use of the software.
• Conducting user research.
• Leading retention marketing projects.

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Preferred experience

• You have 0-2 years of experience in Support, Customer Success, Account Management, or a related field.
• You have strong communication skills in English (a must!) and French (preferred).
• You demonstrate empathy and pay attention in interactions with people.
• You enjoy identifying and solving technical problems where the solution is not always straightforward.
• You are tech-savvy and enjoy discovering new tech tools.
• Familiarity with Hubspot or other CRM is a plus.
• Background in a tech startup setting is a plus.

💡 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!

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Benefits

• 4 weeks of holiday + 1 week during Christmas time.
• Competitive stock option program.
• Health insurance (including dental plan).
• Online medicine with Dialogue.
• RRSP (REER) program.
• 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, remote work 2-3 days per week.

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Recruitment Process

1. Call with a recruiter (30 min).
2. Meeting with our Head of Customer Success (1.5 h).
3. Case study (2.5 h).
4. Team fit meeting with leadership (1 h).
5. Reference check.
6. Job offer.

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