Donor Experience Specialist

**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. We provide a donor-centric giving platform, supported by a donor advised fund, that helps people amplify their generosity to create the change they want to see in the world. We simplify the giving process, allowing donors to manage all of their giving from one place, access timely tax receipts, and donate in a variety of ways including cash, publicly traded stocks, company shares, and many other options. 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 more than $1.6 billion 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 are proud to have been named one of Canada’s Most Admired Corporate Cultures of 2024. We support each other, learn from one another, and grow together. We're on an adventure to make giving an intentional and meaningful part of daily life. So, come and join us, and let's build a brighter future together.

**What you’ll do**

**We are a hybrid office, with team members working from home and in our Vancouver office. This role requires in-office attendance 3-4 times pe**r month**. A q**uiet, home working environment is required for phone and video calls with users.**

**This role also requires flexibility to provide support during Giving Season (December) - which may include coverage on Christmas Eve, Boxing Day, and New Year's Eve.**

**Your responsibilities**
- Provide an empowering experience for all general inbound support communication
- Educate and consult with users and prospects to help them identify and adopt new features and tools that support their giving and fundraising goals (e.g., fundraising pages, live donation matching, etc.)
- 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 and other users while identifying opportunities to promote Charitable Impact's services and offerings (e.g., Charitable Investment Programs, Cause Funds, etc.)
- Proactively engage with users and communities to increase adoption, engagement and retention while exploring opportunities for growth and collaboration
- 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 internal systems that strengthen efficiency and ensure smooth and collaborative team operations
- Actively contribute to the creation and ongoing maintenance of team documentation, including process guides, workflows, and projects

**What we're looking for**
- Demonstrated values of trust, teamwork, and accountability
- Outstanding oral and written communication skills
- Ability to manage multiple clients, projects, and priorities in a fast-paced environment
- 3+ years' experience in a client-facing role
- Bachelor's degree in a relevant field
- Strong relationship-building skills grounded in emotional intelligence, with a results-driven mindset and a track record of meeting and exceeding goals
- Ability to overcome objections by providing answers and solutions that match our capabilities
- A proven self-starter who takes initiative and thrives in a remote role, while collaborating with team members
- Strong consultative skills with the ability to uncover user needs, anticipate potential challenges, and develop tailored solutions or creative workarounds
- Experience in client development, coaching, or mentorship

**Bonus points**
- Experience in fundraising, philanthropy, or the charitable sector
- Experience in marketing
- Experience in the financial space or a technology startup environment
- Fluency in French (oral and written)

**Compensation**

The expected starting salary range for this role is $55,000 - $65,000/year.

**Total rewards**
- **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 in achieving their professional goals.
- **RRSP matching.**To encourage you to save for your future.
- **Monthly donation & volunteer matching**.** To encourage you to give.
- **Rest and relaxation.** Minimum three weeks paid annual vacation for all team members.

**Our people make us great**

We love working with creative and open-minded people who bring imagination and courage to work, who treat oth