Product Support Specialist

OverviewJoin to apply for the Product Support Specialist role at Zeffy.This range is provided by Zeffy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeCA$55,000.00/yr - CA$65,000.00/yrAbout ZeffyOver 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 UniqueAs 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 itselfIf you\'re ambitious, tech-savvy, and thrive in fast-paced environments, we\'d love to meet youMore precisely you willSupport Zeffy Users (75%): Act as a product expert and respond to nonprofit and donor questions via email and callback requestsTroubleshoot product or technical issues and collaborate with the dev team when neededMaintain and update our internal support tools: templates, snippets, help centre articles, and chat flowsNo “agent levels” or “tiers”, you\'ll be trusted with complex questions from day oneContinuous 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.Here Are Some Examples Of Recent Team ProjectsElla built automations and AI chat flows to increase ticket deflectionArchie created a tool to identify gaps in our Knowledge BaseSoumaya produced new content, articles, and videos to better support our usersTanya launched an automated QA scoring system and now leads peer coaching sessionsCecilia rolled out a new scheduling tool for call requests and is tracking adoption resultsYour project will be your own to deliver, with two months to plan, build, and showcase your impact.Preferred Experience (qualifications)6 months+ of experience in a customer facing roleExcellent written communication in English and in FrenchTrack record of owning tasks or projects to completionExperience working or volunteering with a nonprofitTech-savvy and quick to learn new softwareBonusPrevious experience in SaaS industryFamiliarity with HubSpot, other CRMs or any other helpdesk toolBackground in political science, social work, or community involvementResearch 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 youWorking at Zeffy will feel like homeYou'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.What\’s In It For You4 weeks holiday + 1 week during Christmas timeCompetitive stock option programHealth insuranceOnline Medicine with DialogueRRSP (REER) programAllowance for ecological transport #bike #transitWellness BudgetTeam volunteering four times per yearOffsite 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 ProcessCall with Recruiter (45 min)Meeting with Hiring Manager (1.5h)Case Study (2h)Cultural interview with leadership (1h)Reference check / Team lunchJob offerZeffy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Seniority levelEntry levelEmployment typeFull-timeJob functionOtherIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Zeffy by 2xMontreal, Quebec, Canada CA$20.00-CA$35.00 2 weeks agoPointe-Claire, Quebec, Canada 4 weeks agoTechnical Support Specialist, Customer ServiceMontreal, Quebec, Canada $50,000.00-$55,000.00 1 day agoJOB OFFER: TECHNICAL SUPPORT AND PRODUCT SPECIALISTMontreal, Quebec, Canada CA$55.00-CA$70.00 1 day agoTier-1 IT Helpdesk Support Specialist (Bilingual – Remote)Montreal, Quebec, Canada CA$60.00-CA$70.00 2 weeks agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr