Manager, Charity

3 weeks ago

Toronto, Canada CanadaHelps Full time

CanadaHelps is looking for an energetic, goal-oriented, and self-motivated** Manager, Charity & Donor Support **with a passion for social change to join our team. This is an opportunity to join one of Canada’s first and North America’s most successful social technology organizations. We are a fast-growing, dedicated team of entrepreneurial-minded peers who have a passion for helping small
- and medium-sized charities succeed, while engaging with donors to increase giving in Canada.

We believe technology and data are transformational game-changers for generating social profit. We democratize access to technology by providing best-in-class, easy-to-use online fundraising software and training to more than 25,000 registered charities across Canada (and the number of charities is rapidly growing). We are the market leader and over the past 20 years we’ve helped over 3 million Canadians donate over $2B to Canadian charities.

**About the Role**

As the **Manager, Charity & Donor Support**, you will be responsible for ensuring the efficient day to day operations of the customer care team, and your leadership, responsiveness and customer care attitude will be beneficial in this diversified role. In this role, you have the opportunity to help improve and motivate associates to become top performers and in addition to all the learning-by-doing, you’ll also receive dedicated mentorship to harness your skills and grow your career at CanadaHelps.

**Responsibilities**

Responsibilities will include but are not limited to:

- Provide day-to-day supervision and clear and concise guidance and support to the CDS team including: coaching (monthly and ad-hoc), monitoring of team metrics, assigning workload, and assist the Senior Director, CX & Business Operations in ensuring that SMART objectives are implemented;
- Achieve/exceed target KPIs including but not limited to Service Level%, First Response Time, and Net Promoter Score (NPS);
- Lead by example and ensure that all Associates adhere to departmental processes and policies and provides feedback to the Director;
- Help guide and motivate the Customer Support team to achieve agreed KPIs thus contributing to the company's objectives;
- Provide the Senior Director, CX & Business Operations with feedback for training/development plan recommendations for Associates and performance management feedback;
- Provide feedback on processes and procedures: identify improvements to enhance the team and customer experience, and to improve operational efficiency;
- Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Finance, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes
- Lead team meetings and participate in calibration sessions with QM and L&D, and provide feedback to team members to ensure the highest level of customer service is consistently provided;
- Change management to ensure that all changes to policies and procedures are effectively communicated and implemented across the customer care team
- Hire and help onboard new Customer Support Associates and assist with the planning and implementation of customer support strategy and scheduling;
- Assist with the integration of new support tools and technology;
- Performs other duties as assigned by the Senior Director, CX & Business Operations

**Required Skills and Experience**
- Minimum of 3 years of experience in a contact centre environment in an online, technology, or eCommerce company;
- Minimum 3 years leading a team of 5+ support team members, preferably in an online environment;
- Experience leading your team to build processes, finding and implementing out of the box solutions;
- Proven track record of resolving escalated issues with a high degree of customer service and holding your team accountable to established KPIs;
- Ability to deal with stakeholders at all levels, internally and externally;
- Exceptional customer service and technical skills;
- Excellent verbal and written communication skills;
- Experience with Salesforce, Jira, Google Apps, and Microsoft Office, and an aptitude for learning new computer programs quickly;
- Experience working in a rapidly changing environment, juggling competing priorities and deadlines;
- Experience with fostering a positive work environment, continuous learning, and a high-quality employment experience for the team;
- Ability to work independently and as part of a team;
- Bilingual (French and English) would be a strong asset.

**You will excel in this role if you**:

- Have a passion for continuous improvement and learning
- Are comfortable with ambiguity and a fast paced environment
- Understand the performance management process and are dedicated to your team members’ growth.

**Here is what we have to offer**:

- A chance to make a difference with a unique opportunity to add major value as a key member of a small team;
- A Not-

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