Customer Success Specialist

5 days ago

Vancouver, Canada Charitable Impact Full time

**About Charitable Impact**
Charitable Impact started as a bold idea and evolved quickly into an unwavering belief: everyone should have access to resources that help them build the brighter future they imagine. Our online platform is like a bank account for charitable giving. Anyone can use it to find and give to their favourite charities from one place, give with friends and others, and get support with making their biggest impact possible. So far, Canadians across the country have donated tens of millions of dollars through our platform.

*
We take care of each other*
Our team members enjoy competitive salaries, purposeful perks, and a culture that gives back and has fun doing it. We support each other, learn from one another, and grow together. We're on an adventure to make giving an intentional and joyful part of daily life So, come and join us, and let's build a brighter future together.

*
What you’ll do*

As a Donor Experience Specialist, you are the face of Charitable Impact and the first point of contact for our donors. You are an enthusiastic and driven brand ambassador who nurtures donors giving journeys through inbound calls and over our online platform. Donor support includes educating donors on Charitable Impact’s features, empowering donors with fundraising strategies, processing donor transactions, and managing ongoing relationships. As a member of our Donor Experience team, you confidently and consistently promote Charitable Impact’s products and services while providing excellent donor support.

*
Your responsibilities*
- Provide an empowering experience for all general inbound support communication
- Educate donors on Charitable Impact’s features and empower them with fundraising strategy best practices
- Provide a consistent and exceptionally high level of service that includes; processing transactions and administrative tasks in an efficient, accurate, and friendly manner
- Manage and nurture donors while identifying opportunities to promote Charitable Impact’s services
- Assist in developing processes that scale with the customer experience in mind (including Charitable Impact’s support / transactional systems)
- Actively listen to our users, empathize with their experience, and collect their feedback to share with internal teams
- Seek ways to improve and implement appropriate systems to ensure smooth operation of Donor Experience

**What we're looking for**
- Must exhibit values of trust, teamwork, and accountability
- Outstanding oral and written communications skills
- The ability to project manage and juggle multiple clients under demanding circumstances
- 3+ years’ experience in a client facing role
- Bachelor's degree
- Relationship building skills, driven, and proven record of meeting and exceeding goals
- Fundraising or charity sector experience
- Overcomes objection and match needs to our services and capabilities
- Client development and coaching
- Marketing experience
- Experience in the Financial space or a Technology startup environment

**What we offer**
- **Extended health care benefits.** Vision, dental and paramedical.
- **Annual health spending account. **To spend on what's important to you.
- **Professional development.** We believe in supporting our team members achieve their professional goals.
- **RRSP matching.** To encourage you to save for your future.
- **Monthly donation matching.** To encourage you to give.
- **Rest and relaxation.** Minimum three weeks paid annual vacation for all team members.
- **Flexibility.** Flexible work schedules and remote work options.

*
Our people make us great*
We love working with creative and open-minded people who bring imagination and courage to work, who treat others with respect and kindness, and who act on their generosity each day. We're committed to building an inclusive and collaborative workplace that values equity and welcomes everyone.

At Charitable Impact, we are committed to working with applicants requesting accommodation at any stage of our hiring process.

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