Customer Service Manager

4 days ago

Fredericton, Canada VenorTalent Full time

Venor is proud to partner with Raffle Systems Inc. (RSI) in their search for a Customer Service Manager in New Brunswick and Nova Scotia.

RSI is an Atlantic Canada–based technology company supporting charities through its flagship platform, Play4Good, which enables organizations across New Brunswick and Nova Scotia to run secure, high-impact weekly raffles that deliver real community benefit. With a growing roster of partner charities and a mission rooted in social good, RSI is expanding its customer operations to better support players and partner organizations across the region.

As RSI continues to scale, the Customer Service Manager will be a key point of contact for players and partner charities. This bilingual role blends customer service leadership, relationship management, and occasional regional field support. It offers hybrid flexibility, meaningful work, and the chance to contribute to a fast-growing Atlantic Canadian technology company.

What you’ll be doing

- Serve as the primary operational contact for charity partners across NB and NS.

- Respond to player and partner inquiries related to accounts, ticket purchases, eligibility questions, and prize payouts.

- Coordinate with internal RSI teams when issues require technical or financial follow-up.

- Support partners with their ongoing use of Play4Good, including general questions, weekly updates, and performance insights.

- Prepare and deliver regular partner updates summarizing activity and key observations.

- Respond to inbound inquiries from charities interested in learning more about Play4Good and connect them with the appropriate RSI contacts.

- Attend selected events and draws as an RSI representative, providing on-site support and ensuring a consistent, positive customer experience.

- Monitor on-site sales processes and document ticket purchase workflows to help improve operations.

- Identify recurring issues and participate in continuous improvement of RSI’s service delivery.

- Track service performance and prepare weekly internal summaries.

What we’re looking for

- Full bilingual fluency in English and French (spoken and written).

- Exceptional communication skills with strong empathy and professionalism.

- Experience resolving customer issues in fast-paced service environments (retail, hospitality, customer success, etc.).

- High attention to detail with organized, structured follow-through.

- Confidence coordinating between frontline customer interactions and internal corporate teams.

- Ability to travel within NB and NS as needed for events and partner support.

- Calm under pressure, strong problem-solving abilities, and an ownership mindset.

- Digital fluency; experience with tools such as Jira, CRM platforms, or payment systems is an asset.

- Experience working toward service or operational targets.

At Venor and Raffle Systems Inc., we embrace a culture of belonging. No matter who you are, where you’re from, how you think, what you believe in, or who you love, we welcome your application. We encourage applications from 2SLGBTQ+, Black, Indigenous, and People of Colour (BIPOC), women, newcomers to Canada, and people with disabilities.

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